The team at Gracia101 is looking for a Service Desk Analyst - L1 Support.

They will play a crucial role in ensuring the smooth operation of our client's IT systems.

Responsibilities:

• Act as the initial point of contact for all IT-related issues, providing prompt and courteous support to end-users.
• Diagnose and resolve hardware and software issues
• Create, update, and close service tickets in a timely manner, ensuring accurate and detailed documentation of each support request.
• Assist end-users in understanding and utilizing IT tools and applications, providing basic training when necessary.
• Escalate complex issues to the appropriate IT teams, ensuring that problems are resolved efficiently and effectively
• Contribute to the development and maintenance of IT documentation, including knowledge base articles and standard operating procedures.
• Work collaboratively with other IT support teams to share knowledge and resolve issues promptly.

Soft Skills:

• Excellent communication skills, a strong technical background, and a passion for delivering exceptional customer service.
• Fluent English AND French is a must
• Spanish OR Italian OR German is a must
• Problem solving mindset

If this sounds like you, we are looking forward to hearing from you.