Bilingual Help Desk Analyst

at  SoftwareONE

PROFILE REQUIREMENTS

• Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields.
• Previous experience in a helpdesk or technical support role, providing on-site or remote assistance.
• Proficient in operating systems (Windows, macOS, Linux) and resolving hardware difficulties.

REQUIRED SKILLS

• Proficiency in resolving hardware and software issues, including printers, VPN connections, and network-related problems.
• Familiarity with ticketing systems and incident management tools (e.g., ServiceNow, JIRA, or similar).
• Superb communication skills, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• Ability to work under stress, prioritize tasks, and ensure timely resolution of support requests.
• English Level: B2+

PREFERRED SKILLS

• Experience with ITIL frameworks and standard processes for incident management.
• Familiarity with cloud-based platforms (e.g., Office 365, AWS) and remote support tools (e.g., TeamViewer, Remote Desktop).
• Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.

• Provide timely and high-quality technical support to internal users, resolving hardware, software, and system-related issues.
• Manage incoming support requests, prioritize tasks, and follow up to ensure prompt resolution of issues.
• Fix and diagnose issues related to operating systems, hardware devices, network connectivity, and software applications.
• Respond to helpdesk tickets via email, phone, or chat, offering solutions and advancing issues to higher-level support when necessary.
• Assist with system maintenance tasks and software installations as required.
• Maintain accurate documentation of support activities, including steps to resolve issues, solutions, and user guides.
• Collaborate with IT and other groups to ensure smooth IT operations and identify areas for improvement.
• Maintain an efficient support environment by adhering to standard methodologies for all helpdesk processes.
  What we need to see from you: