IT HelpDesk Analyst

Description

Job Summary: We are seeking an IT HelpDesk Analyst to maintain and improve the IT environment, support endpoint usage, and ensure compliance with corporate policies under the leadership of Global SD. Key Highlights: 1. Key role in maintaining and improving Bureau Veritas' IT environment. 2. Opportunity to work with O365 and ITSM solutions such as SMAX. 3. Part of a collaborative team focused on continuous development. **We Are Hiring!** Your future starts here! You are ready to make history with your talent and \#LeaveYourMark at Bureau Veritas as an *IT HelpDesk Analyst*. The scope of this role is: *Maintaining and improving the IT environment, supporting and developing endpoint usage in accordance with BV corporate policies and under the leadership of Global SD. The scope includes the Global SD environment, with a focus on desktop support activities within an O365 environment, using OpenText’s ITSM solution (SMAX – Service Management). * What are your responsibilities? * Level 1 support for all related issues, including troubleshooting and assistance with functional inquiries. * Compliance and Security: Ensure adherence to IT security policies and procedures while performing all service desk activities. Report any security incident or violation immediately. * IT Environment: Ensure business continuity through management and monitoring of the SD workflow. * IT Environment: Monitor and maintain individual SD performance according to one’s own role. * Endpoints: Maintain compliance with BV corporate policies: configuration, cybersecurity, software. * Endpoints: Resolve software issues in accordance with the domain-specific role definition as defined by BV’s IT organization and the SD support scope. * Systems Administration Support: Appropriately configure user accounts. * Support: Collaborate with corporate support teams to resolve issues. * Support: Fulfillment of Requests: Provide support to corporate customers within the analyst’s SD support scope. Escalate complex requests to second-level support or specialized teams as needed. * Support: Incident Management: Log, categorize, and prioritize incidents reported by users in the IT Service Management (ITSM) tool. * Support: Communication: Provide timely updates to users regarding ticket progress and resolution. Ensure clear documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system. * Procedures: Develop and maintain SD procedures and basic user instructions aligned with requirements. * Corporate Initiatives: Support implementation of new SD department initiatives, ensuring adherence to internal procedures. * Team: Remain aligned and actively participate in regional SD initiatives aimed at improving SD performance. * Team: Knowledge Management: Maintain and update knowledge base articles and troubleshooting guides for recurring issues. Share knowledge with team members to improve overall efficiency and resolution rates. Update information located in shared spaces (SharePoint / Viva Engage / OneNote). * Training and Development: Participate in ongoing training to stay current with new technologies and tools used within the organization. **What Are We Looking For?** * Fluent English and Portuguese. * Education: Technical Graduate, Technologist, or Professional in Systems Engineering, Telematics, or related fields. * Certification: High school diploma with over 5 years of experience in IT support. * General Experience: 4 years of experience in IT areas. * Specific Experience: Experience in O365 or specialized application support is a plus. Technical and user support processes (help desk), knowledge of technological processes, basic knowledge of web software development, intermediate knowledge of databases using Transact\-SQL SQL Server, intermediate proficiency with office tools (primarily Excel), ability to work in a team, proactivity, strong interpersonal skills, and administrative capabilities.**Competencies** Organizational understanding, trust building, solution orientation, sense of urgency, accountability, self-driven development, effective communication. Join an inclusive, flexible, and diverse company where you can thrive while contributing to positively transforming the world we live in. *\#BuildingATrustworthyWorld \#BuildingABetterWorld \#BureauVeritasColombia \#LeaveYourMark*