9849: Junior Help Desk Analyst

Description

Job Summary: Provide in-person IT support, registering, tracking, and resolving incidents, ensuring environment standardization and updating the knowledge base. Key Highlights: 1. In-person IT support service and focal point for customer requests. 2. Diagnose issues and provide technical support to users. 3. Support continuous improvement and environment standardization activities. **Junior Help Desk Analyst** ------------------------------- **Main Responsibilities** * Provide **in-person IT support**, serving as the local focal point for customer requests. * Register, track, and resolve **incident, request, and change tickets**, exclusively using the ITSM tool. * Diagnose problems, perform basic tests, and implement solutions according to defined procedures. * Provide technical support to users, offering guidance and training when necessary. * Ensure **all requests are logged as tickets**, adhering to workflows, priorities, and SLAs. * Support **environment standardization**, including workstation organization, local network, and peripherals. * Create, update, and follow **technical and operational procedures**. * Maintain an updated **knowledge base** with recurring solutions. * Support continuous improvement initiatives by identifying recurring failures and improvement opportunities. **Technical Requirements** **Education** * Bachelor's degree in Information Technology (completed or in progress). **Technical Knowledge** * Windows 11 and earlier operating systems (intermediate/advanced level). * Basic knowledge of **Windows Server**: * + User creation + Permissions + Domain concepts * **Microsoft 365 / Office 365** platform (intermediate level). * Basic networking concepts: * + TCP/IP, DHCP, DNS + Wi\-Fi, modems, switches * Email services: * + Exchange, POP, IMAP * Hardware installation and maintenance (laptops and desktops). * Peripheral installation and configuration (printers, scanners, etc.). * Basic concepts of **Information Security**. * Basic knowledge of monitoring tools (Zabbix, Site24x7, RMM). * Basic knowledge of CCTV (desirable). **Preferred Qualifications (not mandatory)** * Experience with ITSM tools (Desk Manager preferred). * ITIL certification (preferred). * COBIT certification (preferred). * Microsoft certifications (preferred). * Knowledge of agile methodologies (Scrum). * Basic English (preferred).