L1 Remote Desktop Support Analyst

TalentD; Uttar Pradesh; Remote; INR 300,000 - 500,000; Full time

Job summary

TalentD in India is hiring for an entry-level L1 Remote Desktop Support professional. The role focuses on resolving tickets within SLA, providing remote assistance via phone, email or chat, and ensuring quick, effective problem resolution.

You will follow quality standards, maintain CSAT through first-call resolution, log calls accurately, and escalate complex issues to higher-level IT support as needed, while pursuing knowledge base updates and self-development.

Qualifications

• 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.
• Follow quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
• Deliver a positive customer experience and CSAT through first call resolution, a low average handling time (AHT), and fewer rejected resolutions and reopened cases.
• Maintain high login efficiency (availability) for customers.
• Update worklogs and follow shift and escalation processes, escalating complex problems to the right specialists or routing them to 2nd and 3rd level IT support as needed.
• Take on value-adding activities such as knowledge base updates and self-development.

Responsibilities

• 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.
• Follow quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
• Deliver a positive customer experience and CSAT through first call resolution, a low average handling time (AHT), and fewer rejected resolutions and reopened cases.
• Maintain high login efficiency (availability) for customers.
• Update worklogs and follow shift and escalation processes, escalating complex problems to the right specialists or routing them to 2nd and 3rd level IT support as needed.
• Take on value-adding activities such as knowledge base updates and self-development.

Job description

Job Summary

This role focuses on resolving assigned tickets and providing L1 remote desktop support, following agreed SLAs 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. Follow quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
3. Deliver a positive customer experience and CSAT through first call resolution, a low 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 specialists or routing them to 2nd and 3rd level IT support as needed.
6. Take on value-adding activities such as knowledge base updates and self-development.