Analista Mesa de Ayuda V
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Job Description
Support Analyst for IT helpdesk at Stefanini, providing first-level tech support via phone, email, and chat. Resolving incidents and managing user requests with established SLAs.
Responsibilities:
- Atender y registrar incidentes y requerimientos de usuarios a través de distintos canales (teléfono, mail, chat, sistema de tickets).
- Brindar soporte técnico de primer nivel (N1) en hardware, software y aplicaciones corporativas.
- Diagnosticar y resolver problemas relacionados con sistemas operativos, correo electrónico, herramientas de oficina y conectividad.
- Gestionar altas, bajas y modificaciones de usuarios y accesos (por ejemplo, reseteo de contraseñas, permisos).
- Derivar y escalar incidentes complejos a niveles superiores (N2 / N3), asegurando el correcto seguimiento.
- Documentar soluciones y procedimientos para la base de conocimiento.
- Realizar seguimiento de tickets hasta su cierre, cumpliendo con los SLA establecidos.
- Asistir en la instalación, configuración y actualización de equipos y aplicaciones.
- Brindar soporte y orientación al usuario final, promoviendo buenas prácticas de uso.
- Colaborar con otras áreas de IT para la resolución de incidentes recurrentes.
- Participar en tareas de mantenimiento y soporte preventivo.
- Reportar incidentes críticos o recurrentes al equipo correspondiente.
Requirements:
- Formación en Sistemas, Informática o carreras afines
- Experiencia previa en soporte técnico / mesa de ayuda
- Conocimientos en sistemas operativos Windows y/o macOS.
- Manejo de herramientas de oficina (Microsoft 365 / Google Workspace).
- Conocimientos básicos de redes (TCP/IP, DNS, VPN, Wi-Fi).
- Experiencia o familiaridad con herramientas de gestión de tickets / ITSM (ServiceNow, Jira Service Management, GLPI, Freshservice, etc.).
- Conocimientos básicos de Active Directory (gestión de usuarios, reseteo de contraseñas).
- Nociones de ITIL (deseable).
Benefits:
- Jornada Full Time, de Lunes a viernes de 06 a 15hs. Modalidad remota
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