Junior Service Desk Analyst

Jobtailor; São Paulo; Presencial; BRL 45 000 - 78 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil is seeking a hands-on IT Helpdesk professional to provide technical support, manage user accounts with Active Directory, and log tickets in ServiceNow. You will develop Power BI dashboards to monitor performance and help drive continuous improvement across the department.

The role requires a pursuing IT degree, solid communication skills, and familiarity with Power BI and Power Automate. A strong foundation in SLA adherence and user assistance will be valued.

Qualificações

• Pursuing a degree in Information Technology or related field.
• Basic knowledge of technical support and user assistance.
• Intermediate proficiency in Microsoft Office.
• Strong communication and organizational skills.
• Knowledge of Active Directory (preferred).
• Knowledge of ServiceNow or ticketing tools (preferred).
• Familiarity with Power BI and Power Automate (preferred).
• Previous experience in technical support or Service Desk roles (preferred).

Responsabilidades

• Provide technical support to users, resolving hardware, software, and connectivity incidents.
• Create, maintain, and manage user accounts and access permissions through Active Directory.
• Log, categorize, route, and close tickets using ServiceNow.
• Ensure SLA compliance and monitor the quality of support services provided.
• Develop and update management reports and dashboards in Power BI to track departmental performance indicators.
• Contribute to continuous improvement initiatives aimed at increasing operational efficiency and enhancing the user experience.

Conhecimentos

Technical Support

Active Directory

ServiceNow

Power BI

User Assistance

Formação académica

Pursuing IT degree

Ferramentas

Active Directory

ServiceNow

Power BI

Power Automate

Descrição da oferta de emprego

• Provide technical support to users, resolving hardware, software, and connectivity incidents.
• Create, maintain, and manage user accounts and access permissions through Active Directory.
• Log, categorize, route, and close tickets using ServiceNow.
• Ensure SLA compliance and monitor the quality of support services provided.
• Develop and update management reports and dashboards in Power BI to track departmental performance indicators.
• Contribute to continuous improvement initiatives aimed at increasing operational efficiency and enhancing the user experience.

Requirements

• Currently pursuing a degree in Information Technology or a related field.
• Basic knowledge of technical support and user assistance.
• Intermediate proficiency in Microsoft Office.
• Strong communication and organizational skills.
• Knowledge of Active Directory (preferred).
• Knowledge of ServiceNow or ticketing tools (preferred).
• Familiarity with Power BI and Power Automate (preferred).
• Previous experience in technical support or Service Desk roles (preferred).

Core Competencies

Demonstrates proficiency in technical support, user account management, and incident resolution while utilizing tools like Active Directory and ServiceNow. Capable of developing performance reports in Power BI and contributing to operational efficiency improvements.

Highest-signal resume keywords

• Technical Support
• Active Directory
• ServiceNow
• Power BI
• User Assistance

Hard Skills

• Technical Support
• User Assistance
• Incident Resolution
• User Account Management
• SLA Compliance
• Performance Reporting
• Dashboard Development
• Basic IT Knowledge
• Intermediate Microsoft Office Proficiency
• Ticketing Tools

Soft Skills

• Strong Communication Skills
• Organizational Skills

Industry Keywords

• Technical Support
• Service Desk
• Operational Efficiency
• User Experience

Tools & Technologies

• Active Directory
• ServiceNow
• Power BI
• Power Automate