Job Summary: Help Desk Analyst providing multichannel technical support to application users in the pharmaceutical market, managing tickets and resolving incidents. Key Highlights: 1. Multichannel technical support for application users 2. Participation in implementations and functional testing 3. Collaboration in improving usability and user experience A leading technology services company serving the pharmaceutical market is seeking a Help Desk Analyst to provide multichannel technical support to application users. As a Support and Implementation Analyst, you will be responsible for attending to users by opening tickets, analyzing and tracking user requests according to company-defined procedures, with the objective of resolving or escalating issues for resolution and subsequently closing the request. Main Responsibilities: Provide functional support and training to users, ensuring courteous and professional interactions at all times. Diagnose user requests, classify them, and escalate them per the Help Desk Service Procedure Manual. Participate in implementations and functional testing. Provide continuous feedback to both the commercial area and the development team regarding functional improvements that may enhance usability experience. Resolve incidents and escalate issues requiring more complex analysis and solution-finding. Meet assigned productivity goals and proactively report on their progress status. Adhere to guidelines and priorities for issue handling as defined by the Help Desk Manager. Ensure compliance with best practices for assigned implementations. Ensure proper closure of tickets in the requirements management tool. Collaborate in updating the knowledge base, frequently asked questions (FAQs), and incident resolution history. Report and escalate situations requiring special handling. Participate in customer satisfaction measurements both upon closing each request and upon organizational demand. Requirements: Full-time availability Monday through Friday from 10:00 to 19:00 and Saturdays from 09:00 to 13:00 (on-demand). Work modality: Hybrid. Workplace: Rosario, Microcentro. Completed or ongoing tertiary or university studies in Systems Analysis or related fields. Prior experience in system implementation and technical support for healthcare sector users (not mandatory). Ability to effectively interpret and communicate analytical results to both technical and non-technical audiences. Knowledge of ISO 9001:2015 quality standards. A great team awaits you to jointly drive the company’s next growth stage!