Service Desk Analyst

Euromonitor; São Paulo; Presencial; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Service Desk Analyst to deliver exceptional IT support to internal users. This role involves resolving hardware and software issues, managing service requests, and ensuring a high standard of customer service. The ideal candidate will demonstrate strong problem-solving abilities and a proactive approach to support. With opportunities for growth and a commitment to work-life balance, this position offers a chance to thrive in a dynamic environment. Join a diverse team dedicated to making a difference and enhancing user experiences through effective IT solutions.

Serviços

Flexible Hours

Social Events

Volunteering Days

Training and Development Opportunities

Qualificações

• Strong communication and organizational skills are essential for this role.
• Experience in providing high-quality customer support is crucial.

Responsabilidades

• Manage IT incidents and service requests while meeting SLAs.
• Provide technical support for hardware, software, and connectivity issues.

Conhecimentos

Communication Skills

Organizational Skills

Customer Support

Troubleshooting

ITIL4 Foundation Certification

Ferramentas

Microsoft 365

Descrição da oferta de emprego

Brief overview of the role

The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all our internal customers and support a variety of assets, products, services and platforms, acting as a single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills, they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service are achieved by acting in a proactive and reactive manner with a strong commercial awareness.

The Service Desk Analyst can work independently and as part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction.

Reports to: IT Support Team Manager – Americas

Core Responsibilities

1. Incident & Service Request Management: Responding to requests and meeting SLAs.
2. Asset Management & Configuration: Maintain the Asset Register for tracking, logging and correcting information to protect the organisation’s software and hardware assets & components.
3. Continual Improvement: Adopts & engages with agreed processes and new process improvements. Feeds into process efficiency and common ways in which processes are improved and optimised.
4. Customer Service Management: Resolves user requests & support tickets, empathising with the end user and using customer-focused metrics to achieve satisfactory outcomes.
5. Problem Management: Demonstrates an understanding of and can identify problems, analysing and helping to identify the appropriate solution and understanding the root cause.
6. Ownership & Initiative: Owns an issue through to mitigation or resolution, escalating if additional support is required.
7. Service Focus: Has a good understanding of our different Technical & Digital products and services to provide support to our end users.
8. ITIL Framework: Understands and has practical application of ITIL service management framework principles and processes.
9. Service Reporting: Foundational use of reports to understand Key Performance Indicators (KPIs).
10. User Experience: Puts users first, prioritising their needs while managing competing priorities.

Technical Services Responsibilities

1. Provisioning hardware and software for our End Users and ensuring secure connectivity to our systems and networks.
2. Providing technical support for hardware, software, access and connectivity issues.
3. Administration and maintenance of approved software systems.
4. Applying operating system and application updates, security patches and configuration changes.
5. Ensuring appropriate accessibility by updating user account information and resetting passwords.
6. Managing access to systems including the Microsoft 365 portfolio.
7. Responsibility for documenting the configuration of our systems.
8. Managing access to information and controlling access to that information.
9. Performance improvements through analysis and tuning.
10. Policy implementation to monitor and enforce compliance across the organisation.
11. Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
12. Responding to alerts raised by end point protection systems.
13. Managing and maintaining meeting room technology and equipment.

Skills / Proficiencies required

1. Excellent communication skills – both verbal and written.
2. Excellent organizational skills with the ability to manage responsibilities and respond in a timely manner.
3. Demonstrated experience of providing high quality customer support.
4. Understanding of digital product architecture.
5. Experience troubleshooting web application and network connectivity issues.
6. ITIL4 Foundation certification.

Why work for Euromonitor?

International: We have a multinational workforce and regular opportunities for international transfer.

Hardworking but sociable: We pride ourselves on creating a work-life balance, with flexible hours and regular social events.

Committed to making a difference: Our Corporate Social Responsibility Programme offers volunteering days and supports community initiatives.

Opportunities to grow: We offer extensive training and development opportunities, with many managers promoted from within.

Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on non-merit factors.

FOR MORE INFORMATION

www.euromonitor.com/careers