Senior Service Desk Analyst
We are looking for a Senior Service Desk Analyst who wants to learn and transform their career.
Requirements:
Required
Minimum 3 years of experience in Service Desk Operations
Strong experience with Incident Management
Knowledge of ITIL / ITSM frameworks and processes
Experience managing and handling Tickets / Service Requests
Experience creating, maintaining, and using Knowledge Base (KB) articles
Advanced or Fluent English
Must be located within a maximum commuting distance of approximately 1 hour from Londrina, PR
Nice to Have
Experience with KPI (Key Performance Indicators) monitoring and reporting
Experience working with SLA management and compliance
Experience with Backlog Management
Experience with Quality Audits / Quality Assurance Processes
Experience supporting and guiding Junior and Mid-level Service Desk Analysts
Experience leading or coordinating Service Desk operations
Living in Londrina, PR
Key Responsibilities:
Provide advanced Service Desk support by handling complex and high-priority incidents, requests, and escalations
Act as a senior point of contact for troubleshooting and issue resolution
Manage and monitor incident queues, ensuring timely resolution and compliance with service levels
Support backlog management activities and drive continuous service improvement initiatives
Contribute to Knowledge Base creation, maintenance, and optimization
Monitor operational performance through KPIs and SLA tracking
Provide guidance and technical support to Trainee, Junior, and Mid-level Analysts
Collaborate with internal teams to ensure efficient incident resolution and customer satisfaction
Follow ITIL best practices and ITSM processes to maintain operational excellence
Assist in process improvements and operational governance activities
What do we offer?
Health Insurance
Dental Plan
Life Insurance
Meal/Food Voucher
Childcare Assistance
Total Pass
Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social, and financial assistance to associates
Partnership with SESC
Reimbursement of Certifications
Free Learning Portal – Online courses and live training
International Experience Opportunity
Discount Partnership with Universities and Language Schools
Bring Your Buddy – By referring people, you become eligible to receive a bonus for each hire
Gems – Recognition for Performance
Xcelerate – Free Mentoring Career Platform
- Local de trabalho: Londrina, PR
- Regime de contratação de tipo: Efetivo – CLT
- Jornada: Período Integral
- Área e especialização profissional: Informática, TI, Telecomunicações - Infraestrutura
- Nível hierárquico: Analista
VALORIZADO
Tempo de experiência: Entre 5 e 10 anos