Senior Support Analyst - Level 1 Remote Desktop Support
We are looking for a Senior Support Analyst to join our team and deliver exceptional remote desktop support services. If you're passionate about problem-solving, customer satisfaction, and working in a fast-paced IT support environment, this is the opportunity for you!
š¼ Job Summary
As a Senior Support Analyst, you will be responsible for providing high-quality Level 1 technical support to clients via phone, email, and chat. This role requires strong communication skills along with a commitment to meeting SLAs and enhancing customer experience.
š Key Responsibilities
- Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues.
- Ensure timely resolution of tickets in line with Service Level Agreements (SLA).
- Maintain high-quality standards in customer interactions, including voice clarity and communication accuracy.
- Achieve First Call Resolution (FCR) and reduce average handling time while minimizing ticket reopens.
- Maintain high availability and efficient login practices to support customer needs promptly.
- Accurately update work logs and follow escalation procedures when required.
- Contribute to knowledge base updates and engage in continuous learning and skill development.
- Strong verbal and written communication skills in English (Arabic proficiency is essential).
- Solid understanding of Windows Operating Systems.
- Experience with remote desktop tools and ticketing systems.
- Basic knowledge of networking concepts and troubleshooting methodologies.
- Strong problem-solving ability with a customer-first mindset.
- ITIL Foundation (Good to have)
- CompTIA A+ (Good to have)
