Providing level 1 remote desktop support, the full-time Senior Analyst will independently troubleshoot and resolve assigned tickets while adhering to quality standards and service level agreements. Key responsibilities Deliver level 1 remote desktop support to diagnose and resolve hardware, software, and network issues via telephone, email, and chat Ensure compliance with quality standards, regulatory requirements, and company policies to maintain a positive customer experience Update worklogs, follow escalation processes for complex issues, and contribute to knowledge base updates and personal development Required qualifications Experience in providing remote desktop support and troubleshooting technical issues Familiarity with service level agreements (SLAs) and quality assurance standards Ability to manage ticket volume and maintain high availability for customers Knowledge of hardware, software, and network problem diagnosis Commitment to continuous learning and self-development in IT support
Senior Analyst • Cincinnati, Ohio, United States
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