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Junior Service Desk Analyst
EletromidiaCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and user administration, with a strong focus on compliance with service-level agreements and continuous process improvement. Proficient in managing user access and maintaining hardware and software systems.
Highest-signal resume keywords
Technical Support ExperienceUser Administration in Active DirectoryKnowledge of Operating SystemsFamiliarity with ITSM ToolsCommunication Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Handle support tickets by diagnosing and resolving incidents and service requests
- Route and escalate medium- and high-complexity cases when necessary
- Ensure compliance with agreed service-level agreements (SLAs)
- Keep users informed about the status of their requests
- Install, configure, and maintain hardware, software, operating systems, and corporate tools
- Manage user access, permissions, and profiles in Active Directory, Google Workspace, or internal systems
- Identify recurring issues and report them to the team to support continuous process improvement
- Create, update, and maintain the internal knowledge base, including technical manuals and procedures
Requirements
What you’ll need- Bachelor’s degree completed or in progress in Information Technology, Networking, Systems Analysis, or a related field
- Technical certifications or courses are a plus
- Previous experience in technical support, Help Desk, or customer service
- Good knowledge of operating systems (Windows and/or macOS) and productivity tools
- Knowledge of user administration in Active Directory and/or Google Workspace
- Familiarity with ITSM tools such as Jira Service Management
- Basic knowledge of computer networks (cabling, Wi-Fi, IP, and printers)
- Excellent communication skills, empathy, and patience to understand and resolve end-user issues
- Willingness to learn and ability to work as part of a team
Benefits
Comp & perks- Medical and dental insurance
- Life insurance
- Flexible meal and food allowance card
- Transportation allowance
- Annual profit-sharing bonus
- TotalPass
- Birthday day off
- Ticket giveaways for a variety of experiences
- Samsung Discount Club
- Educational partnerships offering discounts on specialization programs, undergraduate degrees, MBAs, extension courses, and language courses
- +Sesc benefits program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportUser AdministrationOperating SystemsComputer NetworksService-Level AgreementsIncident ResolutionProcess ImprovementHardware InstallationSoftware ConfigurationKnowledge Base Maintenance
Soft Skills
CommunicationEmpathyPatienceTeamworkWillingness to Learn
Tools & Technologies
Active DirectoryGoogle WorkspaceJira Service ManagementWindowsMacOS
Certifications & Qualifications
Technical Certifications
Industry Keywords
Help DeskCustomer ServiceITSMNetworkingSystems Analysis