Service Desk Analyst – Day Shift 12x36

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

📋 Description

• Deliver first-level assistance for client inquiries through systems, email, and telephone.

• Record support interactions using ticket management systems.

• Monitor and review the client environment, ensuring systems and machines are operational.

• Conduct analysis and execute preventive maintenance in client settings.

• Maintain the monitoring infrastructure.

• Accept and fulfill service requests (SR) from clients.

• Receive and evaluate incident tickets.

• Offer workaround solutions to reduce client disruption.

• Collaborate with and escalate issues to other teams as needed.

• Oversee and guarantee system availability, serving as the first point of contact for support and the client-facing representative for the telecommunications department.

⛳️ Requirements

• Basic understanding of computer systems.

• Familiarity with Windows and Microsoft Office applications.

• Basic knowledge of Unix operating systems.

• Willingness to work a 12x36 shift schedule.

• High school education or equivalent.

• Strong and effective communication skills.

• Ability to work collaboratively in a team environment.

• Proactive approach and initiative.

• Logical reasoning abilities.

• Critical thinking skills and a sense of urgency.

• Basic proficiency in English (reading and writing).

• Preferred: intermediate knowledge of IT systems and hardware.

• Preferred: experience in client-facing support roles.

• Preferred: familiarity with ticketing systems.

🏝️ Benefits

• Work from anywhere: options to work remotely or from one of our offices.

• Birthday Leave.

• Flexible working hours.

• Meal allowance provided.

• Meal vouchers available.

• Commuter allowance for travel expenses.

• Casual dress code.

• Access to WellHub.

• Comprehensive health insurance coverage.

• Dental insurance plan.

• Collaborations with professionals and organizations.

• Tuition assistance for postgraduate education.

• Scholarship opportunities for language courses.

• Training and development programs offered.

• Tutoring and mentoring initiatives available.

• Home office reimbursement.

• Childcare support.

• Life insurance coverage.

• Referral bonuses.

• Profit-sharing opportunities.

• Breaktime: HR support provided.