Power Digital - IT Helpdesk Analyst

• Bachelor's degree in Information Technology, Computer Science, or related field • 2+ years of experience in IT support or a related role • Proficient with Google Workspace, Slack, Asana, and LastPass. Okta experience is a plus • Strong understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience • Excellent problem-solving and analytical skills • Ability to manage multiple tasks and projects in a fast-paced environment • Strong interpersonal and customer service skills • B2 English level or higher • Key Performance Indicators (KPIs) • Ticket Resolution SLAs – 90% of helpdesk tickets resolved within agreed SLA timeframes (e.g., P1 in <1 hour, P2 in <4 hours, P3 in <24 hours) • First Contact Resolution (FCR) – Achieve >70% of issues resolved on first contact without escalation • User Satisfaction (CSAT) – Maintain an average satisfaction score of 4.5/5 or higher on post-ticket surveys • Incident Response – Respond to critical after-hours incidents within 15 minutes, with documented root cause analysis within 48 hours • Security Compliance – Ensure 100% completion of quarterly access reviews and zero unapproved admin account escalations • Most Important Things (MITs) • Delivering swift and effective IT support to all team members • Continuously improving our IT infrastructure and process to support company growth • Upholding the highest standards of system security and data protection • Keeping abreast of the latest IT trends and technologies to drive innovation within the company • Great communication skills with users and stakeholders