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 serve as the focal point for user support. Key Highlights: 1. Act as the focal point for user support 2. Handle Level 1 service requests and manage user requests 3. Perform preventive maintenance on laptops and printers **JOIN OUR TEAM!** We are looking for a professional to join our team as a **Help Desk Analyst!** We seek a professional passionate about helping people, with strong communication skills and attention to detail, to serve as our focal point for user support. You will be responsible for receiving and handling Level 1 service requests, tracking ongoing requests, keeping our knowledge base updated, participating in integrations and training sessions, and supporting the team with laptop and printer maintenance. Key responsibilities include: * Acting as the focal point for user support, receiving service requests from all departments; * Handling Level 1 service requests and forwarding Level 2 and Level 3 requests to the respective analysts in each area; * Managing ongoing service requests and tracking user requests; * Analyzing service request metrics for monthly reporting; * Maintaining the knowledge base, ensuring it remains up to date; * Conducting onboarding and training sessions for employees; * Performing preventive maintenance on laptops and printers; * Monitoring the service request portal, handling Level 1 requests, and escalating other requests to Level 2 and Level 3 analysts; * Supporting third-party teams when necessary (e.g., printer maintenance); * Documenting internal IT technical and operational processes, as well as common tools such as Microsoft Office 365 Suite, ERP, etc.; * Processing invoice entries; **Education Requirements:** * Technical or undergraduate degree in IT or related fields (in progress or completed); **Preferred Qualifications:** * Experience with ITSM-based service request platforms; * Knowledge of Linux systems; * Networking knowledge;