Job Summary

The Analyst in Support & Operations plays a crucial role in delivering first-level remote desktop support, ensuring timely resolution of tickets while adhering to service level agreements (SLAs) and quality standards. This position is essential for maintaining a positive customer experience and contributing to operational efficiency within the organization.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Communication, Including Voice And Accent, While Monitoring Technical Performance In Line With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) By Striving For First Call Resolution And Minimizing Average Handling Time (Aht) While Reducing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customer Inquiries And Issues.
5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support When Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Skills And Service Delivery.

Skill Requirements

1. Proficient In Spanish (Latin) And English With Strong Verbal And Written Communication Skills
2. Familiarity With Windows Operating Systems And Remote Desktop Support Tools
3. Basic Knowledge Of Troubleshooting Hardware And Software Issues
4. Understanding Of Customer Service Principles And Practices

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Comptia A