Senior Service Desk Analyst

Wallstreetdocs Ltd; Foz do Iguaçu; Presencial; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Wallstreetdocs Ltd is seeking an experienced Service Support Analyst to join our global Service Desk, delivering hands-on technical investigation, incident ownership and proactive customer service. You will troubleshoot API, logs and integrations, communicate clearly with clients, mentor colleagues and help drive process improvements across Product, Engineering and Operations.

Fluency in English is mandatory; you will manage changing priorities in a fast-paced fintech environment and collaborate

Qualificações

• Fluent in English (written and spoken) is mandatory.
• Experience in application support, Service Desk or similar in a software/SaaS environment.
• Strong stakeholder communication and escalation handling experience.

Responsabilidades

• Own customer incidents and requests from investigation to resolution.
• Troubleshoot API, logs, data and system behaviour.
• Communicate clearly with customers throughout the support journey.

Conhecimentos

English proficiency

Application support

Stakeholder communication

Technical curiosity

Ownership & follow-through

Organized & adaptable

Mentoring

German language

Ferramentas

Postman

APIs

XML/JSON

SQL

Jira Service Management

Descrição da oferta de emprego

The Opportunity

WSD is a global financial technology company supporting leading financial institutions. We are looking for an experienced, customer-focused Service Support Analyst to join our global Service Desk. This role combines hands‑on technical investigation, incident ownership, client communication, mentoring and continuous improvement. You will work across teams and regions to move issues forward and deliver a consistently high standard of service.

What You Will Do

• Own customer incidents, service requests and escalations from initial investigation through to a clear outcome.
• Troubleshoot application and integration issues using structured analysis of APIs, logs, data and system behaviour.
• Communicate clearly and confidently with customers, keeping them informed throughout the support journey.
• Work closely with Product, Engineering and Operations to resolve complex issues and improve the customer experience.
• Support incident coordination, ensuring the right people are involved and actions remain focused.
• Mentor colleagues, share knowledge and help strengthen ticket quality, troubleshooting and team standards.
• Identify recurring issues and contribute to practical improvements in processes, documentation and tooling.

What We're Looking For

• Professional fluency in English, written and spoken, is mandatory.
• Strong experience in application support, technical support, Service Desk or service operations within a software or SaaS environment.
• A customer-first mindset with strong stakeholder communication and experience handling escalations.
• Technical curiosity and proven ability to investigate complex issues rather than simply pass them on.
• Strong ownership, sound judgement and the drive to follow work through to resolution.
• A highly organised and adaptable approach, with confidence managing changing priorities in a fast‑paced environment.
• Experience mentoring or supporting less‑experienced colleagues.

Nice to Have

• Experience in fintech, capital markets, structured products or supporting financial‑services clients.
• Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL or similar troubleshooting tools.
• Experience with Jira Service Management or another ITSM platform, plus knowledge of ITIL practices.
• German language skills.

Location and Coverage

Final working hours will be confirmed based on location and business coverage.

The anticipated schedule is 8:00am–5:00pm London time / 6:00am–3:00pm Brazil time

WSD is an employer that values diversity.We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression,veteranstatus, disability, or any other status protected by applicable law.