Analista de mesa de ayuda

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Handle inquiries and requests via phone, Microsoft Teams chat, and ServiceNow.

• Provide assistance in Spanish and, when necessary, in English or Portuguese.

• Record, classify, and categorize incidents and requests in the ticketing tool.

• Conduct initial diagnostics and resolve Level 1 support cases remotely.

• Offer technical and functional support to end users following established procedures.

• Manage incidents related to Windows, Microsoft 365, access, credentials, VPN, MFA, laptops, peripherals, printers, and mobile devices.

• Escalate cases beyond Level 1 scope, documenting actions and reasons.

• Keep tickets updated, follow up on escalated cases, and communicate progress.

• Contribute to the knowledge base by documenting recurring incidents and solutions.

• Adhere to security policies, operational procedures, and ITIL best practices.

• Help meet service indicators, including response times, first contact resolution, and user satisfaction.

⛳️ Requirements

• Minimum of 1 year experience in help desk or Level 1 technical support for end users, preferably in corporate environments.

• Knowledge of Windows, Microsoft 365, and Microsoft Teams.

• Experience in managing access and credentials, VPN, and multi-factor authentication (MFA).

• Familiarity with support for laptops, peripherals, printers, and mobile devices.

• Proficient in ticketing tools and remote assistance.

• Experience in user support via phone and chat.

• Strong communication skills, user orientation, and problem-solving ability.

• Availability to work in rotating shifts and be on-call during weekends and holidays.

• ITIL v4 Foundation certification is a plus.

• Experience with ServiceNow.

• Background in regional support services for various countries in Latin America.

• Experience in insurance, finance, or regulated environments.

• Knowledge of softphones and call center telephone systems.

• Understanding of mobile device management and Excel.

• Intermediate level of English and Portuguese (desirable).

• Higher education background.

🏝️ Benefits

• Excellent benefits.

• Opportunities for growth.

• Support in professional development.

• Inclusive and diverse environment.