Analyst (Support & Operations)

Job Summary

 Remote Desktop Support (Level 1.5) Job Description – Remote Desktop Services (RDS) Support Analyst Role Overview The RDS Support Analyst serves as the first point of contact for IT incidents and service requests related to end-user computing, with a primary focus on Remote Desktop Services (RDS) environments. The role is responsible for delivering timely Level 1 technical support, ensuring seamless user access, high service quality, and adherence to Service Level Agreements (SLAs). ________________________________________ Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests via the ITSM tool (e.g., ServiceNow) • Provide Level 1 support for RDS environments, including session connectivity, access issues, and performance-related concerns • Perform initial troubleshooting for hardware, software, and basic network issues impacting end users • Resolve common issues related to Windows OS, MS Office, O365, and virtual desktop/RDS applications • Escalate unresolved or complex issues to Level 2/Level 3 teams in line with defined escalation procedures • Monitor ticket queues and ensure timely resolution in accordance with SLA commitments • Communicate effectively with users, providing regular updates on progress and resolution timelines • Maintain accurate documentation, ensuring proper ticket updates, closure, and user confirmation • Follow ITIL-based processes for Incident, Service Request, and Problem Management • Collaborate with cross-functional teams to ensure minimal disruption to end-user services and RDS functionality ________________________________________ Skills & Experience Required • Hands-on experience with ITSM tools such as ServiceNow or similar platforms • Good working knowledge of: o Windows operating systems o MS Office and Microsoft 365 (O365) o Remote Desktop Services (RDS) / Virtual Desktop environments o Basic networking concepts (LAN, VPN, connectivity troubleshooting) • Strong troubleshooting and analytical skills for end-user and remote access issues • Excellent verbal and written communication skills • Customer-focused approach with the ability to manage users professionally in a high-pressure environment • Basic understanding of ITIL processes (Incident Management, Service Request Management) ________________________________________ Preferred Qualifications • ITIL Foundation certification • Experience supporting RDS, Citrix, or other virtual desktop infrastructure (VDI) platforms • Experience in a 24x7 or shift-based service desk environment • Exposure to Active Directory, user access management, and password resets • Familiarity with remote support tools and enterprise IT environments ________________________________________ Key Success Metrics • SLA adherence and ticket resolution timelines • First Contact Resolution (FCR) improvement • User satisfaction (CSAT) • Quality of ticket documentation and compliance with processes

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 escalate 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.

Skill Requirements

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Other Requirements

 Remote Desktop Support (Level 1.5) Job Description – Remote Desktop Services (RDS) Support Analyst Role Overview The RDS Support Analyst serves as the first point of contact for IT incidents and service requests related to end-user computing, with a primary focus on Remote Desktop Services (RDS) environments. The role is responsible for delivering timely Level 1 technical support, ensuring seamless user access, high service quality, and adherence to Service Level Agreements (SLAs). ________________________________________ Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests via the ITSM tool (e.g., ServiceNow) • Provide Level 1 support for RDS environments, including session connectivity, access issues, and performance-related concerns • Perform initial troubleshooting for hardware, software, and basic network issues impacting end users • Resolve common issues related to Windows OS, MS Office, O365, and virtual desktop/RDS applications • Escalate unresolved or complex issues to Level 2/Level 3 teams in line with defined escalation procedures • Monitor ticket queues and ensure timely resolution in accordance with SLA commitments • Communicate effectively with users, providing regular updates on progress and resolution timelines • Maintain accurate documentation, ensuring proper ticket updates, closure, and user confirmation • Follow ITIL-based processes for Incident, Service Request, and Problem Management • Collaborate with cross-functional teams to ensure minimal disruption to end-user services and RDS functionality ________________________________________ Skills & Experience Required • Hands-on experience with ITSM tools such as ServiceNow or similar platforms • Good working knowledge of: o Windows operating systems o MS Office and Microsoft 365 (O365) o Remote Desktop Services (RDS) / Virtual Desktop environments o Basic networking concepts (LAN, VPN, connectivity troubleshooting) • Strong troubleshooting and analytical skills for end-user and remote access issues • Excellent verbal and written communication skills • Customer-focused approach with the ability to manage users professionally in a high-pressure environment • Basic understanding of ITIL processes (Incident Management, Service Request Management) ________________________________________ Preferred Qualifications • ITIL Foundation certification • Experience supporting RDS, Citrix, or other virtual desktop infrastructure (VDI) platforms • Experience in a 24x7 or shift-based service desk environment • Exposure to Active Directory, user access management, and password resets • Familiarity with remote support tools and enterprise IT environments ________________________________________ Key Success Metrics • SLA adherence and ticket resolution timelines • First Contact Resolution (FCR) improvement • User satisfaction (CSAT) • Quality of ticket documentation and compliance with processes