Junior Service Desk Analyst (PE)

Description

Job Summary: The Junior Service Desk Analyst is responsible for ensuring excellence in user support by resolving incidents and requests to guarantee service continuity and high system availability. Key Highlights: 1. Excellence in user support and service 2. Efficient incident management and resolution 3. Continuous IT maintenance and improvement The Junior Service Desk Analyst is tasked with ensuring excellence in user support by quickly and effectively resolving incidents and requests, thereby guaranteeing service continuity and high system availability. **Responsibilities and Duties** **User Support:** * Provide in-person support to users to resolve issues with computers, laptops, printers, and other devices; * Diagnose and resolve hardware and software failures; * Install and configure software, including Windows operating systems; * Replace printer supplies; * Configure and troubleshoot printers; * Manage users via the Microsoft 365 Admin Center; * Assist customers in using basic software and tools; * AD (Active Directory) support: Create, modify, and delete users and groups; * Assign permissions and configure access to network resources; * Reset user passwords; * Resolve authentication and login issues; * GPO (Group Policy Objects) support: Monitor and resolve GPO-related issues; * Stay updated on emerging technologies and IT solutions; * Participate in training sessions and workshops to enhance technical skills. **Incident Management:** * Implement temporary solutions to minimize incident impact while permanent solutions are being developed; * Document procedures and resolutions for future reference; * Contribute to continuous improvement of Service Desk processes and procedures; **Technical Knowledge:** * Operating Systems: Windows Server (2012, 2016, 2019, 2022\), Windows 10/11; * Active Directory: Creation and management of users, groups, OUs, and Group Policy (GPOs); * Implementation and administration of domain services (DNS, DHCP); * Troubleshooting common AD issues (authentication failures, replication problems, GPO conflicts); * Networking Protocols: TCP/IP, DNS, DHCP, LDAP; * Stay updated on technologies used within the company; * Participate in training and upskilling programs to enhance technical knowledge. **Requirements and Qualifications** * Proven experience in the field; * Availability to work Monday through Friday, from 08:00 to 17:00; * Solid knowledge of operating systems; * Basic knowledge of network infrastructure (TCP/IP, DNS, DHCP); * Proficiency with ITSM tools; * Strong verbal and written communication skills. **Additional Information** **Benefits and Perks:** ------------------------------ * On-site work model * Salary advance * Medical assistance * Dental assistance * Life insurance * Childcare allowance * Meal voucher * Food allowance * Profit-sharing program (PLR) * Transportation voucher * Payroll-deductible loan * Partnerships with English schools, universities, pet care assistance, and other benefits. At **Claranet**, innovation is in our DNA. We are a multinational present in 11 countries, with over 4,000 specialists and more than 10,000 clients worldwide. Focusing on **Cloud**, **Cybersecurity**, **Data & AI**, **Modern Workplace**, and **Application Modernization**, we support enterprises throughout their digital transformation journey with cutting-edge technology, high performance, and 24x7 security. In Brazil, we are expanding and seeking talents eager to grow with us. If you thrive on challenges, continuous learning, and want to shape the future of technology, this is where you belong. **Explore our job openings and evolve with Claranet.**