Sr Analyst

Job Summary

The Remote Desktop Service (RDS) role is responsible for delivering end-to-end remote desktop support services to global users, ensuring high availability, SLA adherence, and superior user experience. The role combines technical support, service delivery, governance, and continuous improvement of remote desktop operations.

Key Responsibilities

1. End-to-End Service Delivery Deliver 24×7 remote desktop support services to end users across locations. SOW 204 BPS | PDF Ensure service delivery aligns with SLAs, KPIs, and contractual commitments. Hi All, H...Keyword: S | Viva Engage Act as part of a centralized Remote Desk / Deskbound support function. SOW 204 BPS | PDF 2. Incident & Request Management Manage incident, service request, and ticket queues using ITSM tools. DSS JD 1 | Word Troubleshoot and resolve issues related to: Desktop/Laptop systems Applications (Outlook, Office 365, enterprise apps) VPN, network, Wi-Fi connectivity Ensure timely resolution, escalation, and closure of tickets. DSS JD 1 | Word 3. Remote Support & Troubleshooting Provide support using remote desktop tools and technologies. Diagnose and resolve hardware/software and user environment issues. Job Descri...or DSS FSO | Word Perform remote provisioning, configuration, and basic system maintenance. Job Descri...or DSS FSO | Word 4. Service Governance & SLA Management Monitor and maintain SLA compliance for response and resolution times. Hi All, H...Keyword: S | Viva Engage Ensure adherence to ITIL processes (Incident, Request, Problem). DSS JD 1 | Word Track and report service performance metrics (CSAT, SLA, backlog). 5. Knowledge Management & Documentation Maintain knowledge articles, SOPs, and troubleshooting guides. Hi All, H...Keyword: S | Viva Engage Document all issues, resolutions, and support activities. Job Descri...or DSS FSO | Word Contribute to knowledge base improvement and automation opportunities. Hi All, H...Keyword: S | Viva Engage 6. Customer Experience & Communication Provide clear, professional communication to end users. Hi All, H...Keyword: S | Viva Engage Ensure high levels of customer satisfaction and service quality. DSS JD 1 | Word Act as Single Point of Contact (SPOC) for user support where applicable. DSS JD 1 | Word 7. Collaboration & Escalation Work with L2/L3 teams, infrastructure, and application teams. Job Descri...or DSS FSO | Word Escalate complex issues following defined escalation paths. Coordinate with onsite/offshore teams for resolution. SOW 204 BPS | PDF 8. Continuous Improvement Identify opportunities to reduce ticket volume and improve first-call resolution. Hi All, H...Keyword: S | Viva Engage Suggest process improvements to enhance efficiency and user experience. Hi All, H...Keyword: S | Viva Engage Participate in automation and self-service initiatives.

Skill Requirements

Strong knowledge of: Windows OS / Mac OS Office 365 / enterprise applications Active Directory, user account management Experience in remote desktop tools and support environments Understanding of: Networking basics (DNS, VPN, Wi-Fi) Endpoint management tools (SCCM, imaging) Functional Skills Experience in high-volume ticket handling environments Hi All, H...Keyword: S | Viva Engage Strong knowledge of ITIL processes and service management DSS JD 1 | Word Ability to manage 24×7 shift-based support delivery Hi All, H...Keyword: S | Viva Engage Soft Skills Excellent communication and customer handling skills Hi All, H...Keyword: S | Viva Engage Strong problem-solving and analytical skills Hi All, H...Keyword: S | Viva Engage Ability to work in fast-paced, global service environments Hi All, H...Keyword: S | Viva Engage

Other Requirements

Bachelor’s degree in IT / Computer Science or related field 2–6 years of experience in Remote Desktop Support / Service Desk ITIL certification (preferred)

SLA adherence (response & resolution)\\r\\n First Call Resolution (FCR) rate\\r\\n Customer Satisfaction (CSAT)\\r\\n Ticket backlog & aging reduction\\r\\n Knowledge base effectiveness\\r\\n\\r\\n