Help Desk Analyst

Role Overview

SOCIEDAD ELECTRONICA S.A. SOCELEC is looking for a part-time remote Help Desk Analyst to deliver prompt technical support and user assistance to both internal teams and external users. In this position, you will be the first point of contact for incoming help requests, ensuring issues are captured accurately and handled through to resolution.

What You’ll Do

• Handle support requests received by phone, email, and ticketing platforms.
• Record incidents clearly and keep track of the troubleshooting and resolution progress.
• Identify, isolate, and resolve software, hardware, and desktop-related technical problems, including peripheral devices.
• Walk users through fixes in a simple, step-by-step manner.
• Escalate more complex cases to the appropriate higher-level support team when required.
• Work in line with internal procedures and service level commitments.
• Contribute to support documentation and knowledge base content.
• Maintain accurate case notes and support continual improvement of service workflows.

Qualifications

The ideal candidate should bring hands-on help desk or technical support experience, especially in environments that use ticketing tools. You should be comfortable resolving routine issues across software, hardware, and basic networking, and have practical experience with desktop systems, operating systems, and common office software. Strong communication, active listening, and a customer-first approach are important, along with the ability to manage tasks independently in a remote, part-time setup. Experience with remote support tools and familiarity with ITIL or service desk methods would be beneficial. Good documentation habits and attention to detail are also expected. A technical certification such as CompTIA A+, Microsoft certification, or similar practical experience is a plus.

Additional Information

This role is part-time and remote. The location listed is Australia. No stipend or salary amount was specified.