HELP DESK ANALYST

Description

Job Summary: Provide first-level support to corporate system users, logging, analyzing, and resolving incidents and requests to ensure operational continuity. Key Highlights: 1. Corporate system user support and assistance 2. Incident and request analysis and resolution 3. Ensuring operational continuity and user satisfaction **Job Description:** ---------------------- Provide first-level support to corporate system users, logging, analyzing, and resolving service incidents and requests to ensure operational continuity and user satisfaction. Support users via ticketing systems, telephone, corporate communication tools, and in person; log, classify, and track user tickets in the service request system; perform basic analysis of requests for resolution or escalate to higher support levels when necessary; execute simple database queries for information analysis and validation; identify potential incident causes and apply low-complexity solutions; keep users informed about request status; train users on new features or systems when required; communicate system access difficulties or unavailability to users; remotely access users' computers when necessary to assist, analyze, and guide correct system usage; document solutions and procedures in the knowledge base; support Level 2 and Level 3 support teams in problem investigation; monitor various IT services; perform simple system tests; meet established service level agreements (SLAs) for ticket response and resolution. **Mandatory Requirements:** ------------------------------ Currently enrolled in or having completed a degree in Systems Analysis and Development. **Desirable Requirements:** -------------------------- Experience in user support or Service Desk; Fundamentals of IT service management based on ITIL; Basic SQL knowledge for database queries; Familiarity with relational databases such as PostgreSQL and Oracle Database; Basic knowledge of Windows environments and corporate applications. Basic familiarity with Linux environments for access, directory navigation, and log reading is desirable. **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- YES **Benefits:** --------------- Health Insurance; Dental Insurance; Transportation Allowance; Maintenance Allowance; Meal Voucher; Pharmacy Benefit; Medication Reimbursement; Life Insurance; Profit Sharing Program; Knowledge Investment; Shared Library; Vaccination Support; Discount Partnerships. Total Pass and Vittude. **Work Location:** ---------------------- Tubarão/SC **Working Hours:** ------------------------ Monday–Thursday: 8:00 AM–12:00 PM | 1:30 PM–6:30 PM | Friday: 1:30 PM–5:30 PM | Sunday shift: 4:00 PM–10:00 PM