Service Desk Analyst – Day Shift 8x5

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

📋 Description

• Serve as the initial support level and main contact for a prominent national client in the telecommunications industry.

• Deliver technical assistance to users, striving for prompt and satisfactory problem resolution.

• Oversee and ensure the availability of systems.

• Manage client inquiries through the ticketing system, email, and phone communications.

• Document service interactions in ticket management systems.

• Monitor the client's environment, inspecting systems and equipment.

• Analyze and execute preventive maintenance within the client's environments.

• Sustain the monitoring systems.

• Receive and fulfill service requests (SR).

• Collect and assess incident tickets.

• Offer workarounds to reduce customer impact.

• Coordinate and escalate issues to other teams as needed.

⛳️ Requirements

• Basic computer proficiency.

• Familiarity with Windows and Microsoft Office.

• Fundamental knowledge of Unix.

• Availability to work a 12x36 schedule.

• Completed high school diploma.

• Clear and effective communication skills.

• Ability to work collaboratively in a team.

• Proactive and self-motivated.

• Strong logical reasoning abilities.

• Critical thinking skills and a sense of urgency.

• Basic English proficiency (reading and writing).

• Preferred: intermediate knowledge of IT (systems and hardware).

• Preferred: experience in customer service support roles.

• Preferred: familiarity with ticketing systems.

🏝️ Benefits

• Work from anywhere: option for remote work or from one of our office locations.

• Birthday off.

• Flexible working hours.

• Food allowance.

• Meal vouchers.

• Transportation allowance.

• No dress code policy.

• Access to WellHub.

• Health insurance coverage.

• Dental insurance coverage.

• Partnerships with various professionals and establishments.

• Assistance with postgraduate tuition.

• Grant for language courses.

• Comprehensive training and development programs.

• Tutoring and mentorship opportunities.

• Home office stipends.

• Childcare support.

• Life insurance benefits.

• Employee referral bonuses.

• Profit-sharing opportunities.

• Breaktime support from HR.