Senior Analyst - English, Arabic, Microsoft Windows

About the role

Monitor and evaluate service desk interactions including calls, emails, chats, and tickets. Conduct quality audits and score agent performance against defined quality parameters. Ensure compliance with service desk processes, policies, and SLA requirements. Identify performance gaps and improvement opportunities.

What you'll do

• Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat
• Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory
• Monitor and evaluate service desk interactions including calls, emails, chats, and tickets
• Conduct quality audits and score agent performance against defined quality parameters
• Ensure compliance with service desk processes, policies, and SLA requirements

What you need

• Windows
• Dashboarding
• Any graduate

Good to have

• ITIL