Help Desk Analys

Role Description This part-time remote Help Desk Analyst role at SOCIEDAD ELECTRONICA S.A. SOCELEC focuses on providing timely technical assistance and customer support to internal and external users. The Help Desk Analyst will respond to incoming support requests via phone, email, and ticketing systems, accurately document issues, and track resolution steps. Daily tasks include diagnosing and troubleshooting software and hardware issues, with a strong focus on desktop computers and related peripherals. The role involves guiding users through step-by-step solutions, escalating complex incidents to higher-level support when needed, and following established procedures and service level agreements. The Help Desk Analyst will also contribute to knowledge base articles, maintain clear records of incidents, and participate in continuous improvement of support processes.
Qualifications

• Strong technical support and help desk support skills, with experience handling user requests through ticketing systems or similar tools.
• Proficiency in troubleshooting and problem-solving for common software, hardware, and network-related issues.
• Hands-on experience supporting desktop computers, operating systems, and standard office applications.
• Customer support capabilities, including clear communication, active listening, and a service-oriented mindset.
• Ability to work effectively in a remote, part-time environment, managing time and priorities independently.
• Familiarity with remote support tools and basic ITIL or service desk best practices is an advantage.
• Strong documentation skills and attention to detail in recording incidents and solutions.
• Relevant technical certification (e.g., CompTIA A+, Microsoft, or similar) or equivalent practical experience is a plus.