Help Desk Analyst L1

Description

Job Summary: We are seeking a professional to handle incidents and requests, perform initial diagnostics, escalate complex cases, and provide basic application support—contributing to innovation and continuous learning. Key Highlights: 1. Incident and technical request handling and follow-up 2. Diagnosis and resolution of functional and technical incidents 3. Application and service support and validation Join Stefanini! At Stefanini, we are over 30\.000 brilliant minds connected from 41 countries, doing what we love and co\-creating a better future. **Responsibilities and Duties** Responsibilities: * Handle incidents and requests via support channels (phone, email, ITSM portal, chat, or help desk). * Register, categorize, and track tickets in compliance with established SLAs. * Perform initial diagnosis and resolution of functional and technical incidents. * Escalate complex cases to Level 3 specialists or development teams. * Execute basic validations on applications, web services, APIs, and databases. * Analyze logs, traces, and error messages to identify preliminary root causes. * Provide basic support for applications developed in various programming languages. * Conduct functional testing and post-deployment or post-change validations. * Develop and update technical documentation, procedures, and knowledge base articles. * Participate in monitoring and tracking activities for critical services. * Assist with simple automations, scripts, or basic technical queries. **Requirements and Qualifications** * **Basic and/or Theoretical** knowledge in at least one of the following programming languages: Java, .NET / C\#, Python, JavaScript, PHP, SQL. * Minimum 6 months to 1 year of experience in microcomputer services: Help Desk / Level 1 Technical Support (Mandatory); end-user support. * Application support **(Desirable)** * Availability for rotating shifts * **Additional Information:** * Technical or Bachelor’s graduate in Computer Science and Informatics, Administration, Systems Engineering, or related fields. * Computer assembly courses. Desirable * ITIL course, training, or certification **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 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!