L1 Remote Desktop Support Analyst

TalentD; Madurai District; Remote; INR 250,000 - 450,000; Full time

Job summary

TalentD is seeking an entry-level L1 Remote Desktop Support professional to handle incoming tickets and provide resolution for hardware, software, and network issues via remote channels. The role emphasizes SLA adherence, quality standards, and customer satisfaction.

You'll work to resolve issues on the first contact, maintain high availability, and escalate complex problems to higher support levels as needed, while contributing to knowledge base updates and personal development.

Qualifications

• Must have basic understanding of remote desktop support and ticket handling processes.
• Familiarity with SLA adherence and customer satisfaction goals is preferred.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware, software and network issues via phone, email, or chat within SLA.
• Adhere to quality standards, company policies, and regulatory requirements.
• Strive for First Call Resolution and high CSAT through efficient handling and reduced reopenings.
• Maintain login availability for customers and ensure timely ticket updates.
• Follow shift and escalation processes; route complex issues to 2nd/3rd level IT support as needed.
• Contribute to knowledge base updates and pursue self-development opportunities.

Job description

Job Summary

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

Key Responsibilities

1. Provide level 1 remote desktop support to resolve tickets and diagnose and fix hardware, software and network problems by telephone, email or chat within the agreed ticket volume and time SLA.
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 low 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 as needed.
6. Take part in value-adding activities such as knowledge base updates and self-development.