HELP DESK ANALYST

Description

Job Summary: We are seeking a Help Desk Analyst passionate about helping people, with strong communication skills and attention to detail, to provide user support, handle Level 1 (N1) service requests, and deliver technical assistance. Key Highlights: 1. Act as the focal point for user support and handling Level 1 (N1) service requests 2. Maintain an up-to-date knowledge base and conduct onboarding and training sessions 3. Perform preventive maintenance on laptops and printers and document procedures **JOIN OUR TEAM!** We are looking for a professional to join our team as a **Help Desk Analyst!** We seek a candidate passionate about helping people, with strong communication skills and keen attention to detail, to serve as our focal point for user support. You will be responsible for receiving and handling Level 1 (N1) service requests, monitoring ongoing requests, maintaining our knowledge base, participating in onboarding and training sessions, and supporting the team in maintaining laptops and printers. Key responsibilities include: * Acting as the focal point for user support, receiving service requests from all departments; * Handling Level 1 (N1) service requests and escalating Level 2 (N2) and Level 3 (N3) requests to the respective analysts per department; * Managing ongoing service requests and monitoring their progress; * Analyzing service request metrics for monthly reporting; * Maintaining the knowledge base, ensuring it remains current; * Conducting onboarding and training sessions for employees; * Performing preventive maintenance on laptops and printers; * Monitoring the service request portal, addressing Level 1 (N1) requests, and escalating other requests to Level 2 (N2) and Level 3 (N3) analysts; * Coordinating with third-party teams when necessary (e.g., printer maintenance); * Documenting technical and operational procedures, including internal IT processes and common tools such as Microsoft Office 365, ERP systems, etc.; * Processing invoice entries; **Education Requirements:** * Currently enrolled in or completed a technical or undergraduate program in IT or related fields; **Preferred Qualifications:** * Experience with IT Service Management (ITSM)-based service request platforms; * Familiarity with Linux systems; * Knowledge of networking concepts;