1st Line Helpdesk Analyst
Wunderman Thompson
- Porto
- Permanente
- Horário completo
- Provide first-level technical support and excellent customer service through various channels (phone, email and Jira Service Desk/ITSM tools).
- Receive, log and categorise incoming support tickets using Jira Service Desk and other ITSM tooling.
- Perform initial triage and troubleshooting of reported issues to identify resolution steps or escalate to the relevant resolver groups.
- Resolve basic technical problems independently, including issues related to eCommerce, user access and POS (software and hardware).
- Respond promptly to customer enquiries, ensuring all interactions are professional and courteous.
- Keep customers informed about the status and progress of their tickets and provide regular updates until resolution.
- Collaborate effectively with internal teams, including second-line support analysts and other resolver groups, to ensure timely resolution of complex issues.
- Document solutions / create run books for common issues and frequently asked questions.
- Follow standard operating procedures for ticket handling, incident management and knowledge base articles / run books.
- Maintain accurate records of customer interactions, actions taken and ticket details in Jira Service Desk / other ITSM tooling.
- Identify recurring issues and trends and provide feedback to the appropriate teams for process improvements.
- Proven experience working in a helpdesk or technical support role, preferably in a 1st line support capacity.
- Strong problem-solving skills and the ability to analyse and resolve basic technical issues independently.
- Exceptional customer service skills with a focus on providing a positive experience to our customers.
- Ability to work well under pressure, handle multiple tasks simultaneously and meet agreed SLA's.
- Good organisational skills and attention to detail to ensure accurate ticket documentation and follow-up communications.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
- Familiarity with ticketing systems and ITSM tools.
- Professional certifications such as ITIL Foundation.
- Experience of working with eCommerce solutions.
- Experience of working with POS solutions.
- Experience of working with APM's to aide in the triage of issues.