Job Summary

The Sr Analyst - IT Support plays a vital role in providing efficient Level 1 remote desktop support, focusing on troubleshooting and resolving tickets in a timely manner. This position is essential for maintaining high customer satisfaction and adherence to company quality standards and SLAs.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Compliance With Agreed Slas For Ticket Resolution.
2. Adhere To Quality Standards Related To Voice And Accent, Technical Monitoring, And Regulatory Requirements, Ensuring Alignment With Company Policies.
3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability For Customers, Ensuring Efficient Login And Readiness To Assist With Support Queries.
5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate Support Specialists Or Escalate 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 Skills And Service Delivery.

Skill Requirements

1. Proficient In Italian And English For Effective Communication With Customers.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Performance Metrics Related To Customer Support.
4. Good Problem-Solving Skills With The Ability To Diagnose Technical Issues Independently.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Comptia A+, Or Microsoft Certified: Modern Desktop Administrator Associate