IT Support Analyst

Description

Job Summary: IT professional with experience in Service Desk/ITSM to provide support for Knowledge Base, Quality Management, and Customer Service Platforms/VOIP. Key Highlights: 1. Experience in various areas of technical support and IT management 2. Focus on continuous improvement and customer satisfaction 3. Development of skills in communication and networking technologies * Bachelor's degree in Information Technology or specialization in Information Technology, the latter requiring a minimum of 360 hours of coursework. * 6 months of experience in IT Service Centers / Help Desks. * Experience with Service Desk / ITSM tools (e.g., GLPI, OTRS, Freshdesk, ServiceNow, etc.). * Basic knowledge of ITIL concepts; basic ITIL (v3 or v4\). * Other specific and compatible technical knowledge required for the described services, ensuring high-quality, efficient execution aligned with technical standards. * In addition to the competencies above, the professional(s) assigned to the services listed below must possess: For **Knowledge Base Support:** * Knowledge of IT asset management. * Technical writing and strong written communication skills. * Experience in developing scripts and technical support procedures for IT. For **Quality Management and Customer Satisfaction Surveys:** * Experience conducting satisfaction surveys, generating reports, and analyzing metrics. Familiarity with call (voice and/or ticket) recording and auditing tools. * Strong verbal and written communication skills. For **Customer Service Platform Management Support:** * Knowledge of ITSM system administration (GLPI). * Knowledge of BI system integration. * Knowledge of Zabbix and network monitoring. * Experience in technical support and process documentation. For **VOIP Platform Support:** * Knowledge of VOIP system administration. * Knowledge of FreePBX, Asterisk, 3CX, FOP2, Asternic. * Knowledge of VOIP network security. * Knowledge of log analysis and fault diagnosis. * Knowledge of Linux server infrastructure. Minimum Education Level: Bachelor's Degree Desired Qualifications: * Information Technology, Bachelor's Degree