Help Desk Analyst L1

Description

Job Summary: Help Desk Analyst responsible for receiving, managing, resolving, and tracking technical support requests, as well as documenting and updating procedures. Key Highlights: 1. Part of a global team co-creating a better future. 2. Opportunity for growth in an innovative and continuously learning environment. 3. Collaborate in incident and service request management. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Duties** Responsibilities: 1\. Initial Receipt and Management of Requests * Receive user inquiries, incidents, and service requests through the appropriate first-level support channels. In this regard, Stefanini ensures the necessary resources for support delivery, processing, and resolving incidents and service requests. * Open and update incidents in the ITSM tool. * Assign appropriate severity to each request. * Perform initial incident classification. * Provide status updates for service requests. 2\. Resolution and Escalation * Resolve reported incidents whenever possible. * Escalate incidents to other support groups. 3\. Tracking and Closure * Verify with the user that their incident has been resolved. * Close the incident record. * Properly track incidents escalated to other support groups. * Keep users continuously informed about the status and progress of incidents and their resolution via the ITSM tool. * Maintain strict control and tracking of cases escalated to second-level support teams. 4\. Documentation and Maintenance * Document and establish corresponding procedures for resolving 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 similar role. * Strong knowledge of Windows and Microsoft Office Suite, Linux, Unix operating systems. * Familiarity with hardware troubleshooting. * Excellent communication and problem-solving skills. * Relevant certifications (e.g., CompTIA A\+, Microsoft Certified Professional) are a plus. * 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 / 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 and network management systems \- 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, at Stefanini we transform tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, 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!