B0C7: Junior Help Desk Analyst

Description

Job Summary: Provide in-person IT support, logging, tracking, and resolving service tickets, ensuring environment standardization and updating the knowledge base. Key Highlights: 1. In-person IT support and single point of contact for customer requests. 2. Problem diagnosis and resolution, technical support, and user training. 3. Maintenance of the knowledge base and support for continuous improvement. **Junior Help Desk Analyst** ------------------------------- **Main Responsibilities** * Provide **in-person IT support**, serving as the local single point of contact for customer requests. * Log, track, and resolve **incident, request, and change tickets**, exclusively using the ITSM tool. * Diagnose issues, perform basic testing, and implement solutions per defined procedures. * Provide technical support to users, including 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 area network, and peripherals. * Create, update, and follow **technical and operational procedures**. * Keep the **knowledge base** updated with recurring solutions. * Support continuous improvement activities by identifying recurring issues 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 understanding of **Information Security**. * Basic familiarity with monitoring tools (Zabbix, Site24x7, RMM). * Basic familiarity with 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).