WP Jr. Support Analyst

Description

Job Summary: Service Desk professional providing technical user support, documentation, request classification, and IT issue resolution. Key Highlights: 1. Comprehensive user and system support 2. Application of ITIL and networking knowledge 3. Resolution of IT issues, including security and software **Daily Responsibilities:** * Respond to and document user support requests initiated by clients' users in the administrative system; * Classify requests according to urgency based on client guidelines and assign them to the appropriate service queue; * Notify the client if a request falls outside the agreed-upon services and guide them on next steps; * Provide telephone or remote access support following established procedures to deliver complete and satisfactory solutions; * Resolve issues related to unauthorized access, malware, and software reinstallation; * Process and route requests concerning telecommunications, infrastructure failures, service demands, equipment damage, data recovery, and other situations requiring on-site presence; * Assist users with the use of software installed and registered in clients' systems; * Ensure awareness of and adherence to contractual metrics agreed upon with clients; * Close resolved Service Desk tickets, documenting solution details in the ticket management software. **Requirements:** * Bachelor's degree completed or in progress in IT or related fields; * Networking knowledge; * ITIL knowledge; * Familiarity with ITIL practices, especially in Incident, Request, and Problem Management; * Experience with ticket management tools such as Qualitor, ServiceNow, JIRA, Zabbix, or similar; * IT infrastructure knowledge; * Knowledge of applications and mobile devices. **Minimum Education Level:** Bachelor's Degree