Help Desk Analyst I

Help Desk Analyst I

Location: Home based, Brazil

Position Summary:

A Help Desk Analyst I is responsible for providing technical assistance and support to end-users within an organization. They are typically the first point of contact for users experiencing technical difficulties and play a crucial role in ensuring that technology resources are functioning effectively and efficiently. The position calls for a practical understanding of ITIL framework, proficiency with customer support skill, and the ability to appropriately triage, handle, and/or escalate and document reported incidents, requests, and problems.

Your Day-to-Day:

• Serve as the primary support team to all Bentley System employees.
• Promote and maintain a high-quality service and professional support for all Bentley employees, via tickets, phone calls and chat support.
• Consistently deliver quality colleague service, aligned with the agreed Service Level Agreements.
• Work with the relevant stakeholders (IT Teams) and Level 2 and 3 support teams to resolve all customer incidents and requests.
• Correctly document and resolve all colleague incidents and requests. Leverage the Bentley Service Management system for effective documentation.
• Diagnose, troubleshoot, and resolve incidents, using documented procedures and solutions.
• Maintain communication with colleagues on the progress of all escalated incidents and requests.
• Assist in creating Service Desk procedures.
• Create/maintain knowledge base articles, for prompt and accurate support.
• Responsible for Software Access.
• Global support needs 24/7 availability. This involves working in various shifts.
• The role needs you to perform as an individual contributor and as a team player. You should be a self-starter and can work effectively with little supervision.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
• This is a full-time role expected to work 40 hours per week, home-based in Brazil.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
• This role does not require travel.

What You Bring to the Team: **Please submit resume in English**

• Excellent Spoken and written English is a must. Skills in other languages can be useful.
• Minimum of 1 year experience as a Technical Support Analyst.
• Expertise in troubleshooting for Microsoft products and the ability to effectively document the actions are required. Knowledge of troubleshooting other operating platforms is a plus.
• Expertise in remote laptop/desktop support.
• Excellent follow-up and time management skills.
• Excellent telephone communication skills.
• Strong user experience focus.
• Ability to think outside the box and take a proactive approach.

What Would Make You Stand Out:

• ITIL and Microsoft certifications will be advantageous.
• Knowledge of security compliance will be a plus.
• International exposition working with different countries.

What We Offer:

• A great Team and culture – please see our Recruitment Video
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits
• The opportunity to work within a global and diverse international team.
• A supportive and collaborative environment

About Bentley Systems:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

www.bentley.com

Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.