Senior Support Analyst - Level 1 Remote Desktop Support
HCLTech Sri Lanka · Province de l'Ouest
Job description
About the role
We are seeking a Senior Support Analyst to deliver high‑quality Level 1 remote desktop support. You will assist clients via phone, email, and chat, ensuring fast, accurate resolutions while maintaining excellent customer experience.
Key responsibilities
- Diagnose and resolve hardware, software, and network issues using remote desktop tools.
- Meet Service Level Agreements (SLA) by closing tickets promptly.
- Maintain clear, professional communication with customers, aiming for first‑call resolution.
- Log work accurately, follow escalation procedures, and update knowledge‑base articles.
- Continuously improve skills through learning and training initiatives.
Required profile
- Strong verbal and written English communication; Arabic proficiency is essential.
- Customer‑first mindset with solid problem‑solving abilities.
- Commitment to meeting SLA targets and reducing handling time.
Required skills
- Windows Operating Systems
- Remote desktop tools
- Ticketing systems
- Basic networking concepts and troubleshooting
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Published 1 week ago
Expires 1 month from now
19 views · 0 interested
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HCLTech Sri Lanka
Province de l'Ouest
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