Analista Service Desk Junior, Temporário

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Manage and log user requests in the ticket management system.

• Classify, categorize, and prioritize tickets according to established processes and SLAs.

• Provide remote support via phone and/or remote access.

• Resolve first-level incidents related to Windows operating systems, access and permissions, viruses, basic security, software reinstallation, and inquiries about IT infrastructure and resource usage.

• Address tickets eligible for First Call Resolution (FCR).

• Forward tickets to specialized teams when necessary, including hardware, software, infrastructure, on-site support, and data recovery.

• Open and escalate critical incidents as per defined procedures.

• Notify users when their requests fall outside the contracted scope.

• Accurately and comprehensively document all interactions in the ticket system.

⛳️ Requirements

• Completed high school education.

• Technical course or ongoing degree in the IT field is preferred.

• Experience in customer service, Service Desk, Help Desk, or Technical Support.

• Basic knowledge of computers and the Windows operating system.

• Familiarity with ticket logging and tracking tools.

• Strong verbal and written communication skills.

• Organizational skills, attention to detail, and ability to follow procedures.

• Collaborative, proactive personality with an aptitude for learning new technologies.

• Basic knowledge of ITIL is an advantage.

• Experience with remote access tools is a plus.

• Background in Service Desk or Service Center environments is a plus.

• Basic knowledge of Active Directory, Microsoft 365, or networking is an advantage.

• Excellent customer service skills.

• Good communication abilities.

• Strong organizational skills and sense of priority.

• Ability to work effectively in a team.

• Analytical mindset with a focus on problem resolution.

• Commitment to quality and adherence to SLAs.

🏝️ Benefits

• Food allowance or meal voucher.

• Discounts on courses, universities, and language institutions.

• Stefanini Academy — a platform offering free, updated online courses with certification.

• Mentoring opportunities.

• Benefits club for consultations and exams.

• Health insurance.

• Dental insurance.

• Discounts and benefits at top establishments.

• Travel club.

• Pet care agreement.