Junior Support Analyst

Job Description

As a Junior Support Analyst, you will play a crucial role in assisting users with their technical issues. Your responsibilities include: • Responding to and documenting user requests in the ticket management system. • Categorizing and prioritizing tickets based on client-defined criteria. • Informing users about requests that fall outside the contracted scope. • Resolving issues via phone and remote control. • Answering infrastructure-related questions. • Resolving unauthorized access incidents, virus issues, and software reinstallation requests. • Documenting and forwarding tickets for hardware, software, and infrastructure issues, as well as service requests, on-site support needs, and data recovery. • Resolving tickets eligible for First Call Resolution (FCR). • Creating Critical Incident tickets for escalation.

Qualifications

As a Junior Support Analyst, the requirements include: 1. Experience in customer service, technical support, or help desk roles. 2. Strong verbal and written communication skills, emphasizing clarity and courtesy in user interactions. 3. Basic knowledge of computer systems and Windows operating systems. 4. Strong organizational skills, proactivity, and attention to detail. 5. Ability to follow procedures and utilize knowledge bases effectively. 6. Comfortable in a team environment, with a willingness to learn new tools and technologies.

Benefits

Employee benefits include: - Meal allowance or meal voucher - Discounts on courses, universities, and language schools - Stefanini Academy — a platform with free, up-to-date online courses and certificates - Mentoring programs - Benefits club for medical consultations and exams - Health insurance coverage - Dental insurance coverage - Discounts and perks at selected establishments - Travel club memberships - Pet care benefits