Helpdesk Analyst

The mission of this role is to ensure efficient and high-quality first-line technical support to end-users, guaranteeing the smooth operation of IT services and minimizing disruption to business activities.

The Helpdesk Analyst will be responsible for providing day-to-day technical support, handling incidents and service requests, and ensuring timely resolution or escalation when required.

Key responsibilities include:

• Provide 1st line technical support (Helpdesk) to end-users
  
• Receive, log, manage, and resolve incidents and service requests
  
• Deliver support for hardware and software issues
  
• Diagnose and troubleshoot technical problems in a timely manner
  
• Escalate complex issues to 2nd line support teams when necessary
  
• Ensure proper documentation and tracking of all tickets
  
• Maintain a high level of user satisfaction through effective communication
  
• Support users across different systems and environments
  
• Contribute to the continuous improvement of support processes
  

Requirements

• Proven experience in helpdesk or technical support roles
  
• Strong knowledge of Windows operating systems
  
• Basic knowledge of networking concepts (TCP/IP, connectivity issues)
  
• Experience working with ticketing systems (incident and request management)
  
• Familiarity with hardware and software troubleshooting tools
  
• Experience using Office productivity tools (e.g., Microsoft Office)
  
• Ability to diagnose and resolve technical issues efficiently
  
• Strong problem-solving and troubleshooting skills
  
• Ability to manage multiple tickets and priorities
  
• Good organizational skills and attention to detail
  
• Strong communication skills when interacting with end-users
  
• Ability to work in a structured and process-driven environment
  
• Team player with a proactive mindset
  
• Spanish Intermediary