Help Desk Support Analyst

SoftwareOne

Scope: Full-time | Location: Lima, Perú

Provide first-level IT support, technical assistance, guidance, and incident resolution, including configuration and diagnostics.

General Responsibilities:

• Act as the single point of contact between users and IT service management, handling incidents, service requests, access management, changes, and inventories.

• Provide first-level IT support for infrastructure and corporate software, including troubleshooting, issue resolution, and user password administration.

• Log, document, and close all service requests and incidents, ensuring user confirmation and compliance with established service timelines.

• Escalate requests to second and third level support when required, following up and keeping users informed about the status of their requests.

• Propose improvements and new IT procedures, maintaining a general understanding of the company’s infrastructure and architecture to optimize service delivery.