MDA Analyst

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

📋 Description

• Handle incoming requests via ServiceNow, phone, and Microsoft Teams chat.

• Record, classify, and categorize incidents and service requests within ServiceNow.

• Conduct initial assessments and provide remote resolutions for Level 1 issues.

• Deliver technical and functional assistance to users according to established protocols.

• Refer cases that exceed the support scope and document the actions taken along with the reasons for escalation.

• Update tickets, track escalations, and communicate ongoing progress.

• Enhance the knowledge base by documenting frequently occurring incidents.

• Adhere to security policies and operational standards.

• Monitor service metrics, including response times, first-call resolution rates, and user satisfaction levels.

⛳️ Requirements

• Background in a help desk or Level 1 technical support position assisting end users.

• Familiarity with Windows, Microsoft 365, and Microsoft Teams.

• Understanding of access and credential management, VPN, and MFA.

• Experience providing support for laptops, peripherals, printers, and mobile devices.

• Competence in using ticketing systems and remote assistance applications.

• Proven experience offering support via telephone and chat platforms.

• Willingness to work rotating shifts, including on-call coverage during weekends and public holidays.

• University-level education.

• ITIL 4 Foundation certification is a plus.

• Experience with ServiceNow is advantageous.

• Knowledge of mobile device management and Excel is a plus.

• Basic proficiency in English is a plus.

• Basic proficiency in Portuguese is a plus.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for career advancement.

• Support for ongoing professional development.

• Inclusive and diverse workplace culture.