Analyst (Support & Operations)

The Remote Desktop Support Analyst serves as the first point of contact for IT incidents and service requests within Remote Desktop Services (RDS) environments. The role involves logging and managing tickets via ITSM tools, performing initial troubleshooting for hardware, software, and network issues, and ensuring timely resolution in adherence to Service Level Agreements. Analysts must effectively communicate with users, escalate complex issues to higher-level teams, and maintain accurate documentation following ITIL-based processes.