Global Service Desk Analyst

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Infios prides itself on providing industry-leading supply chain solutions to customers around the world. We foster a culture of customer service, collaboration, and innovation while delivering unique solutions to complex challenges faced by organizations across the globe.
The Global Service Desk Analyst is an individual contributor position within the Infios Global Customer Support (GCS) organization. This role reports to the Manager, Tier 1 Support and provides functional and technical support for Infios Supply Chain Software products.
What a day in the life looks like

• Provide comprehensive support through phone and ticketing systems.
• Gather initial information to understand, diagnose, and troubleshoot software-related issues.
• Accurately document all relevant details in the ticket management system.
• Assess, prioritize, and route support cases to the appropriate internal teams when necessary.
• Maintain clear, professional, and timely communication with customers and internal stakeholders.
• Meet established Service Level Agreements (SLAs) for response and resolution times.
• Collaborate effectively with internal teams, external partners, and third-party vendors.
• Escalate incidents and service requests to appropriate support tiers as required.
• Maintain high-quality case management standards and minimize escalations resulting from case hygiene or SLA compliance issues.
• Support the management of critical incidents and severity-based escalations.
• Ensure prompt handling of incoming customer inquiries and maintain low call abandonment rates.
• Resolve customer issues using approved processes, runbooks, policies, and procedures.
• Create and maintain documentation that supports the growth and effectiveness of Tier 1 services.
• Utilize active listening, empathy, and emotional intelligence to provide exceptional customer experiences.
• Meet or exceed customer satisfaction goals and key performance indicators.

What you bring to the team

• 0-1 year of experience in technical customer support, help desk, or service desk environments.
• Strong customer service skills and the ability to effectively manage multiple tasks and priorities.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to prioritize workload and work independently in a fast-paced environment.
• Ability to quickly learn new technologies, applications, and business processes.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Strong sense of teamwork, integrity, accountability, and professionalism.
• Fluency in English is required.

Preferred Qualifications

• Experience working with enterprise software applications or supply chain solutions.
• Familiarity with ticketing and incident management systems.
• Understanding of customer support best practices and service management principles.
• Knowledge of ITIL concepts or technical support methodologies.
• Additional language skills are considered a plus.

What We Do for You

• Work in a fast-paced and collaborative environment supporting global customers and innovative supply chain solutions.
• Gain exposure to enterprise software, supply chain operations, and customer support best practices.
• Collaborate with experienced professionals across support, engineering, and product organizations.
• Access ongoing learning, training, and professional development opportunities.
• Be part of a company committed to innovation, purpose, and making supply chains better worldwide.

Salary Range
Competitive and commensurate with experience.
This compensation range is indicative of the role. Compensation offered is based on evaluation during the interview process, the candidate's range and depth of experience, business and market financials, and internal pay parity.
Working Hours: Monday - Friday, 9:00 AM - 6:48 PM BRT
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you requireassistance or accommodation due to a disability during the recruiting process, please let us know at [email hidden]
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.