WP Jr. Support Analyst

Description

Job Summary: Service Desk professional providing technical support to users, problem resolution, and ensuring compliance with contractual metrics. Key Highlights: 1. Comprehensive user technical support and incident resolution 2. Focus on incident and request management (ITIL) 3. Opportunity to apply knowledge in networking and IT infrastructure **Daily Responsibilities:** * Respond to and document support requests initiated by customers' users in the administrative system; * Classify requests according to urgency based on customer guidelines and place them in the appropriate service queue; * Notify the customer 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 customers' systems; * Ensure awareness of and adherence to contractual metrics agreed upon with customers; * Close resolved Service Desk tickets, recording 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 ticketing tools such as Qualitor, ServiceNow, JIRA, Zabbix, or similar; * Knowledge of IT infrastructure; * Knowledge of applications and mobile devices. **Minimum Education Level:** Bachelor's Degree