Senior Analyst - English, Italian, Microsoft Windows

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

• 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.
• Adhere to quality standards related to voice and accent, technical monitoring, and regulatory requirements, ensuring alignment with company policies.
• Deliver a positive customer experience by achieving first call resolution and maintaining minimum average handling time (AHT) while minimizing rejected resolutions and reopened cases.
• Maintain high availability for customers, ensuring efficient login and ...