UN
Help Desk Analyst
Agir pour le Climat et l'Environnement
Remote · Tempo pieno
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- Esperienza
- Qualsiasi
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 8 ore fa
- Modalità di lavoro
- Lavoro da casa
- Istruzione
- laurea
- Riprendere
- È necessario candidarsi
Descrizione del lavoro
About the Role
Agir pour le Climat et l'Environnement is looking for a dedicated Help Desk Analyst to join their IT support team based in Germany. This full-time position involves providing first-contact technical assistance to employees and users, aimed at swiftly diagnosing and resolving hardware, software, and networking issues while delivering exceptional customer service and maintaining detailed support records.
Key Responsibilities
- Deliver first-level support using phone, email, chat, and remote tools.
- Troubleshoot and repair issues involving hardware, software, network, and systems.
- Log and manage support tickets through the organization's help desk software.
- Escalate more complex concerns to senior IT personnel as required.
- Configure, install, and maintain desktops, laptops, printers, mobile devices, and peripherals.
- Help users with password resets, account management, and application installations.
- Keep accurate and current documentation on incidents, solutions, and IT processes.
- Monitor system health and identify recurring technical problems.
- Assist in onboarding by preparing IT infrastructure and user accounts for new staff.
- Keep abreast of emerging technologies and assist in enhancing the IT support service quality.
Qualifications and Skills
- Bachelor's degree in IT, Computer Science, Information Systems, or equivalent relevant experience.
- Prior experience in IT/technical/help desk support or customer service is preferred but not mandatory.
- Basic understanding of Microsoft Windows and Office.
- Awareness of network fundamentals including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
- Basic knowledge of Active Directory, Microsoft 365, and ticket systems (e.g., ServiceNow, Jira, Zendesk) is advantageous.
- Strong analytical and problem-solving capabilities.
- Excellent verbal and written communication and customer service skills.
- Ability to manage priorities in a busy work setting effectively.
- Eagerness to learn and upgrade technical skills continuously.
- Proficient English language skills; German language proficiency is a plus but not required.