About this role
Senior Analyst in Support & Operations responsible for delivering high-quality remote desktop support and independently troubleshooting and resolving assigned tickets. This role requires fluency in German and English to enhance the customer experience and ensure compliance with SLAs and quality standards.
Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues using Windows tools. Maintain quality standards in voice and accent, and technical monitoring while complying with regulatory requirements and company policies. Ensure positive customer experience and high CSAT through effective first call resolution and minimizing average handling time (AHT), while reducing rejected resolutions and reopened cases. Maintain high login efficiency and availability for customers during service hours. Update worklogs accurately and follow escalation processes to route complex issues to Level 2/3 IT support as needed. Engage in knowledge base updates and self-development to enhance technical skills.
Proficiency in German and English with excellent communication skills. Solid understanding of Windows operating systems and remote desktop support tools. Basic knowledge of hardware and software troubleshooting techniques. Familiarity with ticketing systems and escalation processes. Strong customer service orientation and problem-solving abilities.
ITIL Foundation or CompTIA A+ certifications (optional but valuable).
Salary range and benefits not disclosed in the posting.