Service Desk Analyst

Lallemand; Piracicaba; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading biotechnology company in Brazil is seeking a Service Desk Analyst to provide end-user technical support and resolve issues effectively. The ideal candidate will have over three years of experience in service desk roles, familiarity with ITSM tools like Jira, and the ability to communicate technical concepts clearly. Responsibilities include managing Service Desk inquiries, ensuring timely resolutions, and documenting procedures for knowledge sharing. This position offers an opportunity to thrive in a collaborative environment.

Qualificações

• 3 years+ of working experience in service desk end-user support.
• Excellent customer service skills and ability to communicate technical concepts.
• Technical knowledge in computer hardware and software configuration.

Responsabilidades

• Primary contact for evaluating and prioritizing Service Desk requests.
• Monitor all open requests to ensure timely resolution.
• Document procedures and maintain knowledge-base articles.

Conhecimentos

Basic server understanding

3 years+ of service desk support

Incident Management

Excellent customer service skills

Windows 10 and MS Office 365

ITSM Tool experience

Descrição da oferta de emprego

Service Desk Analyst

Our Service Desk team is looking for key members to join our team. If you possess the technical knowledge and can quickly identify, diagnose, and troubleshoot end‑user support issues to ensure they are successfully resolved, then we would like to hear from you!

Key Responsibilities

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer‑related technologies.
• Provide initial Service Desk support to end users on a variety of issues.
• Responsible to monitor all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate.
• Assign requests or incidents to appropriate queues for follow‑up with the employee.
• Handle problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining "how to" procedures and knowledge‑base articles.

Technical Skills (Required)

• Basic server understanding; folder and access permissions and active directory navigation and management.
• 3 years+ of working experience in service desk end‑user support.
• Experience with Incident Management, Problem Management, Knowledge Management.
• Ability to clearly communicate technical concepts to non‑technical people.
• Excellent customer service skills.
• Technical knowledge in computer hardware and software configuration.
• Ability to multi‑task in a fast‑paced environment.
• Must have a working knowledge of Windows 10, MS Office 365 – MS Teams, OneDrive etc.
• Experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc.).

Personal Abilities (Required)

• Ability to act individually and work together with others as part of a team.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• "Can do" attitude.
• Passion for supporting end users.
• Good verbal and written communication skills in English.

An Asset

• Knowledge of French, Spanish, Greek, German.
• Able to troubleshoot network connectivity, router, access point, and switch issues.
• Experience with a device management platform (Intune, SCCM).
• Working knowledge of PowerShell scripting.
• IT‑related certifications like ITIL, A+, CCNA.

General Criteria (An Asset)

• Niveau intermédiaire en anglais oral et écrit.
• Connaissance du français, espagnol, allemand.
• Capable de résoudre les problèmes de connectivité réseau, de routeur, de point d'accès et de commutateur.
• Expérience avec une plate‑forme de gestion de périphériques (Intune, SCCM).
• Connaissance pratique des scripts PowerShell.
• Certifications liées à l’informatique comme ITIL, A+, CCNA.

Organization

Lallemand is a privately held Canadian company founded in the late 19th century, which develops, produces, and markets microorganisms for various markets.

The administrative offices of the parent company are in Montreal, Canada. Today Lallemand employs more than 5,000 people working in more than 45 countries on 5 continents.

Lallemand's corporate division encompasses all of the support services offered to our branches. Its goal is to optimize internal processes, ensure that your operation is running smoothly, and that your strategy is well thought‑out.

Our corporate branch's head office is located in Montreal, Canada, and relies on a team that specializes in management, finance and accounting, engineering, research and development (R&D), human resources (HR), and information technology (IT).

If you want to help bring enthusiasm, collaboration and innovation to our workplace, we'd love to get to know you!

Please take note that accommodations will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.