Junior Service Desk Analyst

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

📋 Description

• Act as the primary contact for internal support throughout the organization

• Evaluate and categorize support tickets, resolve first-level issues, and escalate requests with appropriate context

• Assist with access-related issues concerning email, Teams, and Microsoft Authenticator

• Oversee access management on Microsoft 365, Entra ID, Azure DevOps, and Git platforms

• Facilitate the enablement of corporate AD/SSO logins and multi-factor authentication (MFA)

• Create accounts and email addresses for new hires, while managing equipment preparation

• Coordinate the return of equipment and the revocation of accesses and licenses during the offboarding process

• Maintain an inventory of users, laptops, and licenses

• Track the lifecycle of equipment with the vendor

• Manage corporate telephony services, including SIM cards and phone numbers

• Monitor production and internal environments for availability, scalability, resources, queues, and integrations

• Conduct health checks on APIs and integrations and monitor VPN status

• Generate information security reports as requested by clients

• Implement operational security routines, which include reviewing inactive users, responding to new device alerts, and ensuring MFA compliance

• Improve the Service Desk AI agent

• Document processes and transform recurring tickets into automated solutions or self-service articles

• Assist in cloud cost optimization and infrastructure improvements

• Undertake minor tasks from Infrastructure and DevOps teams to expand technical expertise

⛳️ Requirements

• Familiarity with Windows computer configuration

• Background in support/helpdesk or other IT roles, or relevant academic coursework

• Experience utilizing task boards for self-management and organization

• Strong written and verbal communication skills to assist non-technical stakeholders

• Ongoing or completed degree in Technology-related fields

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Opportunities for professional development and growth

• Flexible work arrangements

• Comprehensive health and wellness programs

• Collaborative and inclusive work environment