Part-time Remote Help Desk Analyst

About the role

This part‑time remote position provides technical assistance to internal users of Hôtel Atlantis Bejaia Aéroport. The Help Desk Analyst will handle support requests through phone, email and ticketing systems, ensuring timely resolution and high user satisfaction.

Key responsibilities

• Receive, log and prioritize incidents via ticketing platform.
• Diagnose and troubleshoot hardware, software and connectivity issues on desktop computers.
• Guide users through step‑by‑step solutions and document resolutions.
• Escalate complex problems to higher‑level support when necessary.
• Maintain and update the knowledge‑base with documented solutions.
• Collaborate with the IT team to improve support processes.

Required profile

• Experience in technical support or help‑desk environments, preferably in hospitality.
• Strong communication and documentation abilities.
• Ability to work independently in a remote, part‑time setting while coordinating with a distributed team.
• Relevant certifications such as CompTIA A+ or ITIL fundamentals are a plus.

Required skills

• Proficiency with ticketing systems.
• Remote support tools (e.g., remote desktop).
• Windows operating systems and Microsoft Office suite.
• Basic network troubleshooting.