Career Opportunities: Analyst (Support & Operations) (149596)
Requisition ID149596-Posted10/22/2026
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.