Helpdesk Analyst

The Mitrelli is seeking a Helpdesk Analyst.

Description

Mitrelli is a leading international Group of companies with over a decade of profound impact in Africa. We promote national-scale holistic, sustainable solutions to impact countries’ economic and social growth. Individually, and in synergy with one another, our subsidiaries work with communities to develop sustainable, tailor-made, turnkey solutions. It’s our responsibility to address their genuine needs.

About the job

This is a fantastic opportunity to join a customer-focused IT service desk team at Mitrelli. In this role, you will support day-to-day front-line IT operations, providing general technical support and assistance to end users. In this role you´ll be responsible for providing technical assistance and support related to computer systems, hardware, and software. You´ll respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Key responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware (local and remote).
• Ensure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.
• Install and upgrade computer components and software.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
• Ask questions to determine the nature of the problem and walk customers through problem-solving processes.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure the issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Escalate technical issues when necessary.
• Maintain service desk records in the helpdesk application.

Requirements

• 2-4 years help desk or technical support experience (preferably in a global company).
• Familiarity with both PC and Mac hardware and software.
• Experience in using a helpdesk application and remote tools.
• Good knowledge of Windows 10/11, Office (preferably 365), hardware/software installations and troubleshooting.
• System administration and IT certifications in Microsoft and networking – an advantage.
• knowledge of systems and networking software, hardware, and networking protocols.
• Fluent in Portuguese and English (write & speak).
• Excellent verbal and written communication skills in Portuguese & English.
• Ability to handle multiple tasks simultaneously.
• Fluent in Portuguese and English (write & speak).
• Angolan nationals only.

How to Apply

Only CV´s submitted un english will be considered.