Junior Support Analyst – Junior Service Desk Analyst

Jobtailor

São Paulo

Híbrido

BRL 45 000 - 73 000

Tempo integral

Há 4 dias

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Resumo da oferta

Jobtailor is seeking a Technical Support specialist to assist users via phone, email, and ticketing tools. You will log and prioritize incidents, provide first-level hardware/software/network support, and guide users on system usage and best practices.

In this role, you will escalate complex tickets, track lifecycle through resolution, and contribute to the knowledge base as part of continuous process improvement in a hybrid work environment.

Qualificações

Previous experience in technical support, help desk, or service desk environments (internship or formal employment)
Basic knowledge of Windows operating systems and Microsoft Office/Microsoft 365
Basic understanding of networking (TCP/IP, Wi-Fi, printers, and file sharing)
Strong written and verbal communication skills, with a user-focused approach
Availability to work in a hybrid model
High school diploma; technical or higher education in IT, either in progress or completed
Experience with ticketing tools (e.g., Zendesk, GLPI, ServiceNow, or Jira) is a plus
Knowledge of Active Directory and corporate email support is a plus
Familiarity with ITIL or experience in environments following support best practices is a plus
Basic IT certifications (e.g., HDI, ITIL Foundation, Microsoft, or CompTIA) are a plus

Responsabilidades

Assist users by phone, email, and ticketing tools
Log, classify, and prioritize incidents and service requests
Provide first-level support for hardware, software, and basic networking issues
Guide users on system usage and best practices
Escalate tickets to higher support tiers when necessary
Track the ticket lifecycle through resolution
Contribute to the knowledge base and process improvement

Conhecimentos

Technical support experience

Windows OS

Networking basics

Ticketing tools

Communication skills

User-focused approach

Formação académica

High school diploma; IT education in progress or completed

Ferramentas

Zendesk

GLPI

ServiceNow

Jira

Descrição da oferta de emprego

Assist users by phone, email, and ticketing tools
Log, classify, and prioritize incidents and service requests
Provide first-level support for hardware, software, and basic networking issues
Guide users on system usage and best practices
Escalate tickets to higher support tiers when necessary
Track the ticket lifecycle through resolution
Contribute to the knowledge base and process improvement

Requirements

Previous experience in technical support, help desk, or service desk environments (internship or formal employment)
Basic knowledge of Windows operating systems and Microsoft Office/Microsoft 365
Basic understanding of networking (TCP/IP, Wi-Fi, printers, and file sharing)
Strong written and verbal communication skills, with a user-focused approach
Availability to work in a hybrid model
High school diploma; technical or higher education in IT, either in progress or completed
Experience with ticketing tools (e.g., Zendesk, GLPI, ServiceNow, or Jira) is a plus
Knowledge of Active Directory and corporate email support is a plus
Familiarity with ITIL or experience in environments following support best practices is a plus
Basic IT certifications (e.g., HDI, ITIL Foundation, Microsoft, or CompTIA) are a plus

Core Competencies

Demonstrates proficiency in providing first-level technical support for hardware, software, and networking issues, while effectively utilizing ticketing tools and contributing to process improvements. Strong communication skills and a user-focused approach are essential for guiding users and managing incident resolution.

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