IT Helpdesk Analyst

***Proficiency in spoken and written English at an advanced level is required for this role.

A day in the life:

As an IT Helpdesk Analyst, you'll be deeply involved in managing our ticketing system, ensuring IT support requests are efficiently addressed and aligned with our KPIs. Based in Buenos Aires’ Metropolitan area (Conurbano), you'll spend your time tackling a variety of tasks, from assisting team members with system access issues, to handling laptop inventory and keeping technical documentation up to date.

As a member of our Cybersecurity committee, you'll collaborate with different departments, contributing to compliance certification efforts for a large company. Your role will also involve regular maintenance and periodic security audits to uphold our standards. Each day offers a blend of technical challenges and collaborative efforts, making your role integral to our organization's smooth and secure operation.

Key Responsibilities:

• Keep track of all requests in our ticketing system to streamline IT support processes and facilitate KPI tracking
• Offer support for a range of systems, including Okta, Google Workspace, Slack, Asana, and LastPass
• Regularly perform maintenance and updates for IT systems and software to ensure optimal performance
• Handle assets management for users in Argentina, including laptops configuration and shipping
• Document IT procedures, commonly encountered issues, and their resolutions for future reference
• Contribute to enhancing our internal AI Chatbot with common IT queries to expedite problem resolution for team members
• Employ AI technologies to enhance and optimize business processes
• Utilize and leverage Power Digital's Nova ecosystem as it relates to your department

Role Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field
• 2+ years of experience in IT support or a related role
• Proficient with Google Workspace, Slack, Asana, and LastPass. Okta experience is a plus
• Strong understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
• Excellent problem-solving and analytical skills
• Ability to manage multiple tasks and projects in a fast-paced environment
• Strong interpersonal and customer service skills
• B2 English level or higher

Key Performance Indicators (KPIs)

• Ticket Resolution SLAs – 90% of helpdesk tickets resolved within agreed SLA timeframes (e.g., P1 in <1 hour, P2 in <4 hours, P3 in <24 hours)
• First Contact Resolution (FCR) – Achieve >70% of issues resolved on first contact without escalation
• User Satisfaction (CSAT) – Maintain an average satisfaction score of 4.5/5 or higher on post-ticket surveys
• Incident Response – Respond to critical after-hours incidents within 15 minutes, with documented root cause analysis within 48 hours
• Security Compliance – Ensure 100% completion of quarterly access reviews and zero unapproved admin account escalations

Most Important Things (MITs)

• Delivering swift and effective IT support to all team members
• Continuously improving our IT infrastructure and process to support company growth
• Upholding the highest standards of system security and data protection
• Keeping abreast of the latest IT trends and technologies to drive innovation within the company
• Great communication skills with users and stakeholders