Help Desk Analyst L1

Description

Job Summary: We are seeking a Level 1 and Level 2 IT support professional to ensure operational continuity of technology services by analyzing and resolving incidents and requests. Key Highlights: 1. Specialized Level 1 and Level 2 user support 2. Technical point of contact in the Help Desk 3. Contributes to continuous improvement and SLA compliance 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 Authorities** Position Objective: Provide specialized Level 1 and Level 2 support to SQM Potasio users, ensuring operational continuity of technology services through incident and request handling, analysis, resolution, and follow-up. Act as the technical point of contact within the Help Desk, delivering support in both Spanish and English, contributing to continuous process improvement and compliance with Service Level Agreements (SLAs). Main Responsibilities * Receive, register, categorize, and prioritize incidents and requests using IT service management platforms. * Provide remote and/or on-site technical support to end users. * Diagnose and resolve incidents related to hardware, software, networks, operating systems, corporate applications, and collaborative tools. * Escalate to higher-level support teams when appropriate. * Continuously monitor tickets until resolution and closure. * Maintain effective communication with users and involved technical teams. * Develop and update technical documentation, procedures, and knowledge base articles. * Monitor compliance with defined SLAs and KPIs. * Participate in continuous improvement, automation, and optimization initiatives for support processes. * Train and support junior or newly onboarded team members. * Generate operational reports and management metrics for leadership and clients. * Handle requests and coordination in Spanish and English with international users and vendors. Specific Functions * Support for Microsoft Windows and Microsoft 365\. * Basic administration of user accounts in Active Directory and Azure AD. * Support for collaboration tools (Teams, Outlook, SharePoint, OneDrive). * Configuration and support for computers, printers, and mobile devices. * Management of user access, permissions, and profiles. * Support for technology deployments, equipment renewals, and migrations. * Analysis of incident trends to identify root causes and improvement opportunities. **Requirements and Qualifications** * Technical or Engineering degree in Computer Science, Telecommunications, Systems, Computing, or related field. * Minimum 3 years of experience in Help Desk, Service Desk, or IT Support roles. * Experience supporting medium- to large-scale corporate users. * Prior experience in industrial, mining, or production-process-oriented environments is desirable. Technical Knowledge * ITIL Foundation certification or knowledge of IT service management. * Windows 10/11\ operating systems. * Microsoft 365\. * Active Directory and Azure Active Directory. * Ticket management tools (ServiceNow, Remedy, Jira Service Management, Freshservice, or similar). * Fundamental networking concepts (TCP/IP, VPN, DNS, DHCP). * Corporate hardware and software. * Cybersecurity fundamentals and best practices in technical support. Languages * Intermediate\-advanced English (spoken and written) * Ability to assist users and document cases in English. Competencies * Customer orientation. * Effective communication. * Problem solving. * Analytical thinking. * Teamwork. * Prioritization ability. * Proactivity. * Stress tolerance. * Adaptability to change. * Technical leadership and mentoring. Management Indicators (KPIs) * SLA compliance. * Average resolution time. * User satisfaction level (CSAT). * First Contact Resolution rate (FCR). * Quality of ticket registration and documentation. * Compliance with procedures and operational standards. Work Schedule and Modality * Shifts based on operational service requirements. * Availability for remote and on-site support as required. * Occasional participation in business continuity plans and after-hours support. 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 are a disruptive individual who embraces continuous learning and has innovation embedded in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future — together!