Service Analyst

WSD; Foz do Iguaçu; Hybride; BRL 42 000 - 80 000; Plein temps

Avantages offerts par ce poste

Transportation allowance (Vale)

Health insurance with co-payment after

Meal allowance (Vale Alimentação)

Life insurance

Birthday leave

Corporate education (Udemy)

Structured career path

Casual leave

Résumé du poste

WSD is a global financial technology company seeking a Service Analyst for its global Service Desk. The role combines hands-on technical investigation, incident ownership, client communication and mentoring to deliver high-quality service across regions.

You will own incidents, troubleshoot API/log issues, and collaborate with Product, Engineering and Operations to improve customer experience. English fluency and fintech/ITSM experience are essential for success.

Qualifications

• Fluent in English (written and spoken).
• Experience in application/technical support or Service Desk in a software/SaaS environment.
• Customer-first mindset with strong stakeholder communication and escalation handling.
• Ability to investigate complex issues with ownership and sound judgement.
• Organised and adaptable in a fast-paced setting.
• Experience mentoring or supporting junior colleagues.

Responsabilités

• Own customer incidents, service requests and escalations from investigation to outcome.
• Troubleshoot application and integration issues using analysis of APIs, logs, data and system behaviour.
• Communicate clearly with customers, keeping them informed throughout the support journey.
• Collaborate with Product, Engineering and Operations to resolve issues and improve customer experience.
• Support incident coordination, ensuring the right people are involved and actions stay focused.
• Mentor colleagues, share knowledge and strengthen ticket quality and team standards.
• Identify recurring issues and contribute to process and tooling improvements.

Connaissances

English fluency

Application support

Technical support

Service Desk

Customer-focused

Escalation handling

Ownership & follow-through

Outils

Jira Service Management

ITIL

APIs & Postman

XML/JSON

SQL

Description du poste

The Opportunity

WSD is a global financial technology company supporting leading financial institutions. We are looking for an experienced, customer-focused Service 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.

What We Offer

• Competitive market salary;
• Transportation allowance (Vale Transporte);
• Health insurance with no co-payment (after probation period);
• Meal allowance of R$ 60.00 per working day (Vale Alimentação);
• Life insurance;
• Birthday leave;
• Corporate education (Udemy);
• Structured career path and progression framework;
• 5 days of casual leave per year;

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.