HELP DESK ANALYST

Description

Job Summary: Provide first-level support to users of corporate systems, logging, analyzing, and resolving incidents to ensure operational continuity and user satisfaction. Key Highlights: 1. First-level support for corporate systems 2. Incident and request analysis and resolution 3. Ensuring operational continuity and user satisfaction **Job Description:** ---------------------- Provide first-level support to users of corporate systems, logging, analyzing, and resolving incidents and service requests, ensuring operational continuity and user satisfaction. Support users via ticketing system, 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 tickets to higher levels when necessary; execute simple database queries for information analysis and validation; identify possible incident causes and apply low-complexity solutions; keep users informed about the status of their requests; train users on new functionalities or systems when required; communicate system access difficulties or unavailability to users; remotely access the user’s computer when necessary to assist, analyze, and guide proper 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; comply with established service level agreements (SLA) for ticket response and resolution. **Mandatory Requirements:** ------------------------------ Currently enrolled in or completed a degree program in Systems Analysis and Development. **Desirable Requirements:** -------------------------- Experience in user support or Service Desk; Familiarity with IT service management based on ITIL; Basic SQL knowledge for database queries; Understanding of relational databases such as PostgreSQL and Oracle Database; Basic knowledge of Windows environment and corporate applications. Basic familiarity with Linux environment 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: 08:00–12:00 \- 13:30–18:30 \| Friday: 13:30–17:30 \| Sunday shift: 16:00–22:00