Help Desk Analys

Role Description This part-time remote Help Desk Analyst role at Hôtel Atlantis Bejaia Aéroport focuses on providing timely, professional technical assistance to internal users. The Help Desk Analyst will respond to support requests via phone, email, and ticketing systems, accurately log incidents, and track them through resolution. Day-to-day tasks include diagnosing and troubleshooting software and hardware issues, with an emphasis on desktop computers, standard office applications, and connectivity problems. The role also involves guiding users through step-by-step solutions, escalating complex issues to higher-level support when needed, and documenting solutions in a knowledge base. The Help Desk Analyst will collaborate with other IT team members to improve support processes and maintain a high level of user satisfaction. Qualifications

• Strong Technical Support and Help Desk Support skills, including experience using ticketing systems and remote support tools.
• Proficiency in Troubleshooting and Desktop Computers, including common operating systems, office software, and basic network connectivity.
• Customer Support skills, with the ability to provide clear, patient, and solution-oriented assistance to users with varying technical knowledge.
• Solid communication and documentation skills, including the ability to record issues, resolutions, and procedures accurately.
• Ability to prioritize tasks, manage time effectively in a part-time remote environment, and work independently while collaborating with a distributed team.
• Previous experience in a hotel, hospitality, or service-focused environment is an advantage.
• Relevant technical certification (e.g., CompTIA A+, ITIL fundamentals) or equivalent practical experience is preferred.