It Support Analyst

On behalf of our client in Piracicaba, Progression3 is in search of an IT Support Analyst for a permanent role.As a **Service Desk Analyst, **your **Key Responsabilities** include:- Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies- Provide initial Service Desk support to end users on a variety of issues.- Responsible to monitor all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate- Assign requests or incidents to appropriate queues for follow up with the employee- Handle problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error- Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining "how to" procedures and knowledgebase articles**TECHNICAL SKILLS**Required- Basic server understanding; folder and access permissions and active directory navigation and management.- 3 Years+ of working experience in service desk end user support- Experience with Incident Management, Problem Management, Knowledge Management- Ability to clearly communicate technical concepts to non-technical people- Excellent customer service skills- Technical knowledge in computer hardware and software configuration- Ability to multi-task in a fast-paced environment- Must have a working knowledge of Windows 10, MS Office 365 - MS Teams, OneDrive etc...- Experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc.)**Job Types**: Full-time, Permanent**Salary**: R$5,500.00 - R$9,500.00 per month**Experience**:- service desk end user support (preferred)Work Location: In person