Help Desk Analyst L1

Description

Job Summary: Help Desk Analyst responsible for managing requests, resolving issues, escalating incidents, tracking progress, and documenting activities to ensure efficient user support. Key Highlights: 1. Proven experience in end-user IT support 2. Strong knowledge of operating systems and hardware troubleshooting 3. Soft skills for customer service and conflict resolution Join Stefanini! At Stefanini, we are more than 30,000 brilliant minds connected across 41 countries, doing what we love and co-creating a better future. **Responsibilities and Duties** Responsibilities: 1\. Initial Request Reception and Management * Receive user queries, incidents, and service requests through designated first-level support channels. Stefanini ensures the necessary resources are available to handle, process, and resolve incidents and service requests. * Create and update incidents in the ITSM tool. * Accurately assign severity levels to requests. * Perform initial incident classification. * Provide status updates on service requests. 2\. Resolution and Escalation * Resolve reported incidents whenever possible. * Escalate incidents to other support groups as needed. 3\. Tracking and Closure * Verify with the user that their incident has been resolved. * Close the incident record. * Track escalated incidents assigned to other support groups. * Keep users continuously informed about incident status, progress, and resolution via the ITSM tool. * Maintain strict control and tracking of cases escalated to second-level support teams. 4\. Documentation and Maintenance * Document procedures and solutions for addressing user needs, incidents, change management, and problem management to build a knowledge base of solutions. * Update and maintain the service catalog. **Requirements and Qualifications** * Proven experience as a Help Desk Analyst or in a similar role. * Strong knowledge of Windows and Microsoft Office Suite, Linux, and Unix operating systems. * Familiarity with hardware troubleshooting. * Excellent communication and problem-solving skills. * Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are an advantage. * Technical or Technological degree in Systems Engineering or related fields. **Experience:** * Minimum 2 years performing end-user IT support tasks. * Competencies and/or Certifications * Minimum: Office productivity software / M365, Microsoft Windows certification, ITIL framework. * Hardware and Software Support: Configuration of devices and peripherals. * Preferred: Basic cybersecurity concepts; Operating Systems: Windows, macOS, Linux, iOS, Android; Networking knowledge: TCP/IP, DNS, DHCP, VPNs, structured cabling, Wi-Fi. * Plus: Knowledge of Cisco equipment: routers, switches, security systems, and network management — Transmission media: UHF/VHF communication, fiber optics, microwaves, satellite. **Soft Skills** * Customer Attention and Service * Effective Communication\- Conflict Resolution\- Teamwork\- Time Management **Language** * Spanish and English **Additional Information** Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action matters, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive thinker, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future—together!