Analyst - English, Latin, Windows

Analyst - English, Latin, Windows

Noida, Uttar Pradesh

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

• 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.

• Maintain Quality Standards In Communication, Including Voice And Accent, While Monitoring Technical Performance In Line With Regulatory Requirements And Company Policies.

• 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.

• Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customer Inquiries And Issues.

• 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.

• Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Skills And Service Delivery.

Skill Requirements

• Proficient In Spanish (Latin) And English With Strong Verbal And Written Communication Skills

• Familiarity With Windows Operating Systems And Remote Desktop Support Tools

• Basic Knowledge Of Troubleshooting Hardware And Software Issues

• Understanding Of Customer Service Principles And Practices

Other Requirements

• Optional But Valuable Certifications: Itil Foundation, Comptia A