IT Support Analyst

2 semanas atrás

Sao Paulo, Brasil Progression3 Tempo inteiro

On behalf of our client in Piracicaba, Progression3 is in search of an IT Support Analyst for a permanent role.

As a **Service Desk Analyst, **your **Key Responsabilities** include:

- Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Provide initial Service Desk support to end users on a variety of issues.
- Responsible to monitor all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate
- Assign requests or incidents to appropriate queues for follow up with the employee
- Handle problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how to” procedures and knowledgebase articles

**TECHNICAL SKILLS**

Required
- Basic server understanding; folder and access permissions and active directory navigation and management.
- 3 Years+ of working experience in service desk end user support
- Experience with Incident Management, Problem Management, Knowledge Management
- Ability to clearly communicate technical concepts to non-technical people
- Excellent customer service skills
- Technical knowledge in computer hardware and software configuration
- Ability to multi-task in a fast-paced environment
- Must have a working knowledge of Windows 10, MS Office 365 - MS Teams, OneDrive etc...
- Experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc.)

**Job Types**: Full-time, Permanent

**Salary**: R$5,500.00 - R$9,500.00 per month

**Experience**:

- service desk end user support (preferred)

Work Location: In person

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