Career Opportunities: Analyst (Support & Operations) (149596)
Requisition ID 149596-Posted 10/22/2026
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
The resource should be fluent in spanish and must have a working knowledge of english
Key Responsibilities
- 1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
- 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
- 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
- 4.
To maintain high login Efficiency (Availability) for customers.
- 5. To update worklogs and follow shift/ escalation process to escalte complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
- 6. Work on value adding activities such Knowledge base update & self development.
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Fluent Spanish, English knowledge
Provide level 1 remote desktop support to resolve tickets via phone/email/chat within SLA., Adhere to quality standards, including voice/accents, monitoring, and company policies.