Service Desk Analyst – Night Shift (12x36)

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

📋 Description

• Serve as the primary support and client-facing representative for the telecommunications industry.

• Deliver technical assistance to users.

• Monitor and ensure the availability of systems.

• Quickly respond to reported requests and incidents, collaborating with second- and third-level support teams.

• Manage client inquiries through a ticketing system, email, and phone communication.

• Record service interactions using ticket management tools.

• Oversee the client environment, inspecting systems and equipment.

• Conduct analysis and implement preventive maintenance measures.

• Maintain the monitoring system effectively.

• Receive and execute client service requests.

• Analyze and address incident tickets.

• Offer workarounds to minimize operational impact.

• Initiate and escalate issues to other teams when required.

⛳️ Requirements

• Fundamental computer skills.

• Familiarity with Windows and Microsoft Office applications.

• Basic understanding of Unix systems.

• Willingness to work a 12x36 shift schedule (night shift).

• High school diploma required.

• Ability to communicate clearly and effectively.

• Capability to work collaboratively in a team.

• Proactive initiative.

• Strong logical reasoning skills.

• Critical thinking abilities and a sense of urgency.

• Basic proficiency in English (reading and writing).

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

• Preferred: experience in public-facing support roles.

• Preferred: familiarity with ticketing tools.

🏝️ Benefits

• Option to work remotely or from one of the company's offices.

• Day off for your birthday.

• Flexible working hours.

• Food allowance provided.

• Meal vouchers available.

• Transportation allowance offered.

• No formal dress code.

• Access to WellHub services.

• Health insurance coverage.

• Dental insurance coverage.

• Partnerships with various service providers and establishments.

• Tuition assistance for postgraduate studies.

• Scholarship for language courses.

• Training and development programs available.

• Tutoring and mentoring opportunities.

• Home office allowance provided.

• Childcare assistance available.

• Life insurance coverage.

• Referral bonus program.

• Profit-sharing opportunities.

• Breaktime: HR support offered.