Help Desk Support Analyst

About the role

SoftwareOne is hiring a Help Desk Support Analyst, a key contact between users and the technology team. The role provides first-level support, manages incidents and service requests and helps users resolve technology needs, especially within the Microsoft 365 ecosystem. The position promotes the inclusion of people with disabilities.

Key responsibilities

• Provide first-level support to users, identifying their needs and delivering clear, timely solutions to incidents and service requests.
• Manage tickets through their lifecycle: logging, categorization, prioritization, resolution, escalation and closure, following Help Desk processes.
• Diagnose and resolve Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint, Office apps) as well as Windows, user access and corporate applications.
• Escalate complex incidents with complete information and collaborate with other support teams.
• Document solutions, procedures and recurring incidents to support knowledge management and continuous service improvement.

Required profile

• Technical or technological education in Information Systems, Computer Science, Information Technology or a related field.
• Experience in Help Desk, Service Desk or end-user technical support, managing incidents and service requests.
• Knowledge of Help Desk processes (ticket logging, categorization, prioritization, tracking, escalation, resolution and closure).
• Familiarity with IT Service Management (ITSM) tools; knowledge of Aranda and ITIL best practices is valued.

Required skills

• Microsoft 365 ecosystem: Outlook, Teams, OneDrive, SharePoint, Office applications, Windows and corporate tools.
• ITSM tools and ITIL best practices.

What we offer

• Health and well-being coverage.
• Continuous learning and career development.
• Performance-based incentives and employee share participation.
• Flexible and hybrid work models.
• Engagement in global projects.