Level 1 Support Analyst – HR Systems

Role Overview

• Act as a Level 1 Support Analyst (mid-level) in a corporate environment, focusing on handling tickets related to HR systems.
• Responsible for providing first-line support, ensuring correct triage, resolving operational requests, and escalating to higher levels in a structured manner when necessary.
• The role requires operational autonomy, strong organization, and clear communication with end users, working within defined SLA timeframes.

Requirements

• Respond to end-user tickets related to HR systems
• Log, categorize, and prioritize requests in an ITSM tool
• Perform initial analysis and resolve low
• and medium-complexity tickets
• Handle requests such as:
• Operational system queries
• Access issues (login, permissions)
• Timekeeping/attendance and working hours-related questions
• Ensure SLA compliance
• Escalate tickets to higher levels with appropriate documentation
• Monitor the full lifecycle of tickets until closure
• Maintain clear, concise, and continuous communication with users

Tech Stack

• ITSM

Benefits

• Previous experience providing user support in a corporate environment (Service Desk or similar)
• Experience with ITSM tools (any market solution)
• Practical knowledge of the support workflow: ticket creation, triage, prioritization, and follow-up
• Ability to handle multiple concurrent requests
• Good verbal and written communication with end users
• Organized and disciplined in following processes and SLAs
• Resilience to operate in a support environment
• Experience with corporate HR systems
• Experience in structured corporate environments
• Basic knowledge of service management best practices (e.g., ITIL)