L1 Remote Desktop Support Analyst

TalentD; Lucknow; Remote; INR 300,000 - 540,000; Full time

Job summary

TalentD is seeking an IT support specialist to provide Level 1 remote desktop support, resolving tickets and diagnosing hardware, software, and network issues by phone, email, or chat within defined SLAs.

You will adhere to quality standards, maintain logs, and escalate complex problems to higher levels while ensuring a positive CSAT through effective first-call resolutions and minimal handling time. You will also participate in knowledge base updates and ongoing self-development.

Job description

Job Summary

This role resolves assigned tickets and provides L1 remote desktop support in line with agreed SLAs and the company's quality standards.

Key Responsibilities

1. Provide level 1 remote desktop support to resolve tickets and diagnose and resolve hardware, software and network problems by telephone, email or chat within agreed ticket volume and time SLAs.
2. Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
3. Ensure a positive customer experience and CSAT through first call resolution, minimal average handling time (AHT), and fewer rejected resolutions and reopened cases.
4. Maintain high login efficiency (availability) for customers.
5. Update worklogs and follow shift and escalation processes, escalating complex problems to the right support specialists or routing them to 2nd and 3rd level IT support staff as needed.
6. Take part in value-adding activities such as knowledge base updates and self-development.