Analista de Tecnologia II managing CloudBlue platform at Algar. Responsible for operations and technical support in a dynamic environment.
About the role
- IT Service Desk Analyst providing front-line technical support to DLA Piper's colleagues. Handling incoming requests, maintaining records, and troubleshooting IT issues.
Responsibilities
- Handling incoming support requests: You’ll receive calls, chats and tickets from users experiencing technical issues.
- Logging incidents: You’ll document details of each issue in an incident tracking system.
- Initial troubleshooting: You’ll provide technical assistance to resolve common problems related to software, hardware, or network issues.
- Escalating complex cases: If an issue can’t be resolved immediately, you’ll escalate it to higher-level support teams.
- Maintaining records: You’ll keep accurate records of incidents, resolutions, and user interactions.
- Build relationships: o Work with 2nd line teams to move resolutions closer to the customer o Assisting with creating and maintaining process documentation and reports as required o Assisting with other daily tasks assigned by the Team leader/Manager o Working with colleagues within the IT department and other support areas to look to solve common issues and share best practice o Perform in line with agreed procedures, SLAs and customers' expectations o Ensure that all relevant company's standards and guidelines are met
Requirements
- High level of IT literacy especially within a Microsoft environment e.g. Windows 11, Office365 products
- Familiarity with AD on-prem, Azure AD – user admin tasks
- Support packages including Service Management Tools such as ServiceNow
- Knowledge of Remote access tools such as Remote Assistance, RDP and BeyondTrust
- Understanding about proactive support capabilities – DEX Nexthink
- Experience in troubleshooting network connectivity incidents – especially Wireless networks
Benefits
- Exceptional customer service skills with good attention to detail
- Team player, consider colleagues and have a flexible approach
- Support Transition, Continues Improvement and Technology teams on identifying business requirements for new solutions and systems
- Seek opportunities for improvement in IT area, propose improvement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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