User Support Analyst – Help Desk (Level 1)

Description

Position Summary: We are seeking a Level 1 Support Analyst to provide user support on virtual learning platforms, manage incidents, and assist teachers. Key Highlights: 1. First-level support to students and teachers on virtual platforms. 2. Incident management in Moodle and verification of academic information. 3. Customer service, communication, and service orientation. Main Responsibilities: We are seeking a Level 1 Support Analyst to provide user support on virtual learning platforms (Moodle LMS) used by educational institutions. Responsibilities: Provide first-level support to students and teachers through designated support channels. Handle inquiries related to platform access, institutional email, schedules, courses, and academic services. Manage incidents across three corporate Moodle platforms. Validate user information using internal systems and institutional intranet. Guide teachers remotely (via AnyDesk) to resolve technical incidents. Verify academic information (enrollments, schedules, and user data) in the relevant systems. Inform and guide users regarding available support channels based on the type of inquiry. Log, classify, and promptly escalate cases requiring Level 2 or Level 3 Support. Follow up on cases until closure, ensuring timely and high-quality support. Report virtual platform availability incidents and communicate service status to users. Desired Profile: Experience in customer service or help desk operations. Basic knowledge of Moodle platforms (preferred). Proficiency with remote access tools (AnyDesk or similar). Strong interpersonal skills and excellent communication abilities. Ability to work with multiple systems and procedures. Organized, responsible, and service-oriented. Salary: S/.910.68 - S/.1,500.00 per month Work Location: Remote employment