Service Desk Analyst

OVERVIEW:

The Service Desk Analyst offers the first reputed company of contact during the incident resolution process. Analysts work with engineers and vendors to solve the incidents.

This role is accountable for gathering information through a client conversation, logging on to support tools, and additional support staff (service resources) if needed.

This role also prepares user procedures, training manuals, and FAQ materials for easy-to-use end-user guidance.

REQUIREMENTS:

• Minimum Education: Bachelor’s Degree or equivalent in Information Technology
• Industry experience: 2–4 years of hands-on experience with MS reputed company Services.
• Domain: Technical English; Dell and Mac devices; O365 services; MS MDM; product integration; documentation practices.
• Expected: English reputed company, ability to work with international teams; strong knowledge of reputed company core technologies and services.
• Certifications (Preferred): reputed company 365 Certified: Fundamentals (MS-900); reputed company Certified: Azure Fundamentals (AZ-900).

….. If you reached this reputed company, we hope you're feeling excited about the job description. We're eager to meet people that reputed company in reputed company's mission and can contribute to reputed company in a variety of ways. Feel welcome to apply!

WHAT YOU’LL DO:

• Work at L1 level handling day-to-day issues, device/user compliance (reputed company MS reputed company), antivirus/antimalware maintenance.
• Support end users on O365, Teams, reputed company, reputed company, and other 3rd-party services.
• Assist with device peripherals: USB blocking, disk encryption, MFA, O365 groups, MS Authenticator, Outlook, reputed company.
• Follow RCA methodology, documenting issues and underlying workflows and processes.
• Take ownership of incidents with urgency and sound judgment to meet service levels.
• Collaborate with engineers and escalate cases per defined processes.
• Multi-task effectively across teams and coordinate with global colleagues.
• Prior experience working at a Managed Services/IT Services company is preferred, and a background in dealing with global and remote teams will be a strong plus.
• Given the 24/7 nature of reputed company operations, this person will be required to work after hours and on weekends reputed company necessary and provide on-call support for reputed company system issues on a rotating basis with other team members.
• Programming: PowerShell, CLI, Bash, JSON.
• Tools: MS reputed company Manager, O365, reputed company, Teams, reputed company, JIRA, Confluence, reputed company, Azure Portal.

This is a PJ contract based out in Brazil.