Help Desk Analyst

Description

Position Summary: We are seeking a remote Help Desk Analyst to manage corporate tickets, ensure SLA compliance, and deliver efficient technical support to users and infrastructure. Key Highlights: 1. Collaborate in the technological management of major corporate enterprises. 2. Continuous training in IT services (ITIL). 3. Excellent working environment and support from a multidisciplinary professional team. We seek a professional with outstanding service orientation, effective communication skills, and strong prioritization capabilities to fill the **Help Desk Analyst** position on an outsourcing basis for one of our key clients in the sector. The selected candidate will be responsible for managing the full lifecycle of corporate tickets, ensuring strict adherence to service level agreements (SLAs), and delivering efficient remote technical support for all technology-related requests. **Candidate Profile We Seek** * Technical or university degree in Systems/Computer Science. * Over 2 years of experience in Service Desk roles. * Proven experience in ticket management, remote support, and timely escalation of incidents. * Experience managing service level agreements (SLAs) and preparing SLA compliance reports. * Proficiency in Active Directory, Office 365, Teams, remote desktop tools, and VPN connections. * ITIL Foundation certification or foundational knowledge, plus experience with Microsoft Intune and Azure AD. (Desirable) * Excellent communication skills and strong service orientation. * High organizational and prioritization capability in high-pressure environments. **Purpose of the Position** Ensure operational continuity for users and infrastructure by providing timely remote incident and request resolution, guaranteeing immediate response times and adherence to Service Desk standards under a best-practices approach. **Key Responsibilities** * Provide first- and second-level remote support for managing technical incidents and requests. * Log, categorize, prioritize, and comprehensively track tickets in the assigned platform. * Guarantee a maximum response time of 30 minutes following each standard incident report. * Execute correct and timely escalation of complex incidents to specialized support teams. * Manage user access, accounts, and configurations via Active Directory, Office 365, and remote control tools. * Prepare periodic reports and metrics on SLA compliance and performance. **Position Conditions** * **Work Modality:** 100% Remote. * **Schedule:** Full-time. * **Corporate Hours:** Monday to Friday, 9:00 AM to 6:00 PM. * **Availability:** Must be available for 24x7 critical infrastructure incident response and support. * **Contract Type:** Fee-for-Service Agreement (RXH). **Benefits** * Opportunity to collaborate in the technological management of major corporate enterprises. * Continuous training in IT service management based on best practices (ITIL). * Excellent working environment and ongoing support from the coordination team. * Remote work with a multidisciplinary professional team. *We value strategic, organized professionals who are solution-oriented, agile in problem-solving, and highly committed.* Work Location: On-site employment