Job Summary

The Analyst in Support & Operations plays a crucial role in ensuring seamless IT support services. This position focuses on delivering effective Level 1 remote desktop support in both Portuguese and English, adhering to the company’s quality standards and service level agreements (SLA). The Analyst will contribute to enhancing customer satisfaction through efficient problem resolution and proactive support.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Compliance With Quality Standards Including Voice And Accent Clarity, Technical Monitoring, And Adherence To Regulatory Requirements And Company Policies.
3. Enhance Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time For Support Tickets, While Reducing Rejected Resolutions And Re-Open Cases.
4. Ensure High Availability And Login Efficiency To Support Customer Needs Effectively.
5. Update Worklogs Diligently And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route Them To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical And Operational Skills.

Skill Requirements

1. Proficiency In Portuguese (Brazilian) And English, With Strong Communication Skills In Both Languages.
2. Basic Understanding Of Windows Operating Systems And Desktop Support Practices.
3. Familiarity With Common Hardware And Software Troubleshooting Techniques.
4. Strong Problem-Solving Abilities And Customer Service Orientation.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Position