Why SoftwareOne? SoftwareOne and Crayon have joined forces to form a global AI-powered software and cloud solutions provider, with a bold vision for the future. With a presence in more than 70 countries and a diverse team of over 13,000 professionals, we offer unparalleled opportunities for talent to grow, make an impact, and help shape the future of technology. People are at the heart of our business. We empower our teams to work borderlessly, innovate confidently, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, artificial intelligence, or building meaningful customer relationships, you’ll find a space here to grow and thrive. Join us and become part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can have global reach. The role: **Help Desk Analyst** We are looking for a **Help Desk Analyst** to join our Help Desk team. This position provides first-level technical support to users across multiple locations, ensuring timely incident resolution and an excellent service experience within a Managed Operations model. **What you’ll do** * Handle and resolve incidents reported by users via phone, email, or ITSM tool. * Log, categorize, and prioritize tickets according to defined service levels. * Perform initial diagnostics and troubleshoot hardware, software, corporate applications, and access management issues. * Escalate promptly to second-level support or specialized teams when required. * Track and close tickets, maintaining clear communication with the user. * Document solutions and procedures in the knowledge base. * Provide remote support to users across different locations. What we expect from you: ### **What we’re looking for in you** * Technical or Technologist degree in Systems, Computer Science, or related fields. * Prior experience in remote technical support or help desk environments. * Familiarity with ITSM tools (Aranda is desirable). * Basic proficiency in Windows operating systems, corporate applications, and office productivity tools. * Strong communication skills and clear customer orientation. * Availability to work rotating shifts. **Why join our team?** At SoftwareOne, you’ll be part of a global organization driving growth, innovation, and real impact. Your professional development and well-being are a priority. Some of our key benefits include: * Comprehensive health and wellness programs * Continuous learning and career development * Performance-based incentives * Flexible and hybrid work models **Notice:** This posting refers to future opportunities and does not imply immediate hiring. We are continuously seeking committed talent to join our team, so we encourage you to apply. By submitting your application, you authorize the storage of your information in our talent database to be considered for future positions matching your profile, experience, and skills. Thank you for your interest—we will contact you if a suitable position becomes available.