IT Support Analyst

Description

Summary: This role involves driving support tickets, overseeing Level 3 issues, reporting activity, suggesting improvements, running non-regression tests, and conducting user training sessions. Highlights: 1. Drive support ticket resolution for Level 1 & 2 autonomously 2. Suggest improvements to reduce ticket volume and enhance user experience 3. Run Non Regression Tests and confirm system behavior post-releases **Timestamp Group** aggregates several leading Portuguese IT solutions and services companies around the concepts of excellence and knowledge sharing. We are committed to technological leadership, based on the quality of our service and technological solutions, supported by continuous training and certification. **Responsibilities:** * Drive to the support ticket Level 1 \& 2 in autonomy for our entities. * Overview to Level 3 tickets with BAU Lead. * Report activity to the BAU Lead. * Suggest improvement such as refresher sessions, user documentation, to help reduce the number of tickets. * Run Non Regression Tests and confirm system behavior after releases, patch, environment refresh. * Drive to user training sessions, Other BAU \& support activities. **Nice\-to\-have:** * Expertise of one of the LMS tools of the Market would be appreciated, if it is CSOD LMS it is a plus. * Expertise as BAU Specialist is a plus. **Language Skills:** * English fluency **Employee Benefits:** * Health insurance * Flexibility in organizational routine * Training and certifications * Employee Support Program (in 5 areas, including psychology) * Birthday and seniority gifts * Monthly Happy Hour * Benefits portal with attractive offers