Analista de Service Desk (Turno diurno 12x36)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Service Desk (Turno diurno 12x36) based in Brazil.

This role offers the opportunity to join an engineering team providing first-level technical support for a major telecommunications customer.Working on a daytime 12x36 schedule, you’ll serve as a key point of contact for users and help maintain reliable day-to-day <operations.You>’ll monitor systems and infrastructure, respond to incidents, and ensure service requests are handled efficiently.The position combines technical troubleshooting, proactive monitoring, ticket management, and customer <support.You>’ll work closely with second- and third-level teams, escalating complex issues while providing effective workarounds whenever possible.Success in this role requires clear communication, logical reasoning, urgency, and a strong commitment to customer <experience.It> is well suited to someone looking to strengthen their IT support skills in a collaborative and technology-focused environment.

Accountabilities

• Provide first-level support for customer requests through ticketing systems, email, and telephone.
• Register, document, and track all customer interactions and service requests using ticket management tools.
• Monitor the customer environment, including systems and machines, to help ensure availability and stable operation.
• Receive, analyze, and respond to incident tickets, identifying appropriate solutions or workarounds to minimize customer impact.
• Execute service requests and preventive maintenance activities within the customer environment.
• Maintain and monitor monitoring-system functionality to support effective detection of operational issues.
• Investigate reported failures and technical issues, applying appropriate troubleshooting procedures.
• Provide temporary solutions when necessary to reduce service disruption while permanent resolutions are developed.
• Escalate incidents and requests to second- or third-level technical teams when additional expertise is required.
• Maintain clear communication with users and internal technical teams throughout the resolution process.

Requirements

• Completed high school education.
• Basic knowledge of computers, Windows, and Microsoft Office.
• Basic familiarity with Unix environments.
• Availability to work a daytime 12x36 shift schedule.
• Clear, effective written and verbal communication skills.
• Strong teamwork and collaboration abilities.
• Initiative and a proactive approach to identifying and resolving issues.
• Logical reasoning and critical-thinking skills for technical troubleshooting.
• Strong sense of urgency and ability to prioritize customer-impacting incidents.
• Basic English proficiency, particularly for reading and writing technical information.
• Intermediate knowledge of IT systems and hardware is an advantage.
• Previous customer service or public-facing support experience is a plus.
• Experience using ticketing or service-management tools is desirable.

Benefits

• Fully remote working model.
• Possibility of working remotely or from company offices, depending on circumstances.
• Birthday day off.
• Flexible working arrangements.
• Food allowance and meal allowance.
• Transportation allowance.
• Health insurance.
• Dental insurance.
• WellHub access and wellbeing partnerships.
• Partnerships with professionals and service providers.
• Postgraduate education assistance.
• Language-learning allowance.
• Training and professional development programs.
• Mentoring and tutoring opportunities.
• Home-office allowance.
• Childcare assistance.
• Life insurance.
• Employee referral bonus program.
• Profit-sharing participation.
• HR wellbeing and employee support initiatives.
• Inclusive workplace and collaborative team culture.
• Opportunity to work with technology and support a major telecommunications environment.
• The position is also open to Persons with Disabilities (PwD).