Help Desk Analyst

Description

Job Summary: We are seeking a Help Desk Analyst to resolve technical incidents and provide remote support to users across multiple locations. Key Highlights: 1. Manage the full ticket lifecycle and resolve technical incidents. 2. Opportunity to develop skills in a dynamic and fast-paced environment. 3. Be part of a global organization that drives growth. Job Function: Software \& Cloud Why SoftwareOne?: SoftwareOne and Crayon have joined forces to form a global AI-powered software and cloud solutions provider with a bold vision for the future. With a presence in over 70 countries and a diverse team of more than 13,000 professionals, we offer unique opportunities for talent to grow, make an impact, and help shape the future of technology. At the heart of our business are people. We empower our teams to work without borders, innovate without fear, and continuously develop their skills through world-class training programs. Whether you are passionate about cloud, software, data, artificial intelligence, or building meaningful customer relationships, you will find a place here to thrive. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can reach a global level. The Role: HELP DESK ANALYST 7\*24 Do you enjoy resolving technical incidents and helping users quickly resume their work? Are you comfortable working with tickets, prioritizing incidents, and delivering remote support? If so, this could be the ideal role for you. Join our Service Desk team and become a key player in delivering exceptional technology experiences. As a Help Desk Analyst, you will be the first point of contact for users across multiple locations, helping them stay productive by efficiently and empathetically resolving their technical challenges. This is an opportunity to develop your skills in a dynamic and fast-paced environment where your impact is visible, your voice is heard, and your commitment to service excellence makes a difference every day. What You’ll Do: * Manage the full ticket lifecycle—including logging, prioritization, tracking, and closure—in accordance with SLAs. * Respond to and resolve user incidents via channels such as phone, email, or ITSM tools. * Perform basic technical diagnosis and support for hardware, software, corporate applications, and access issues. * Escalate cases when necessary and document solutions, ensuring effective communication and adherence to metrics. What We Expect From You: * Technical or technological education in Systems, Computer Science, or related fields. * Prior experience in remote technical support or help desk roles. * Familiarity with ITSM tools (Aranda preferred). * Basic proficiency with Windows operating systems, corporate applications, and office productivity tools. * Strong communication skills and clear customer orientation. * Availability to work **rotating 7\*24 shifts** Why Join Our Team?: At SoftwareOne, you will be part of a global organization that drives growth, innovation, and real impact. Your professional development and well-being are a priority. Some of our key benefits include: * Comprehensive health and wellness programs * Continuous learning and career development * Performance-based incentives * Flexible work models