Senior Service Desk Analyst

We are looking for a Senior Service Desk Analyst who wants to learn and transform their career.

Requirements:

Required

• Minimum 3 years of experience in Service Desk Operations
• Strong experience with Incident Management
• Knowledge of ITIL / ITSM frameworks and processes
• Experience managing and handling Tickets / Service Requests
• Experience creating, maintaining, and using Knowledge Base (KB) articles
• Advanced or Fluent English
• Must be located within a maximum commuting distance of approximately 1 hour from Londrina, PR

Nice to Have

• Experience with KPI (Key Performance Indicators) monitoring and reporting
• Experience working with SLA management and compliance
• Experience with Backlog Management
• Experience with Quality Audits / Quality Assurance Processes
• Experience supporting and guiding Junior and Mid-level Service Desk Analysts
• Experience leading or coordinating Service Desk operations
• Living in Londrina, PR

Key Responsibilities:

• Provide advanced Service Desk support by handling complex and high-priority incidents, requests, and escalations
• Act as a senior point of contact for troubleshooting and issue resolution
• Manage and monitor incident queues, ensuring timely resolution and compliance with service levels
• Support backlog management activities and drive continuous service improvement initiatives
• Contribute to Knowledge Base creation, maintenance, and optimization
• Monitor operational performance through KPIs and SLA tracking
• Provide guidance and technical support to Trainee, Junior, and Mid-level Analysts
• Collaborate with internal teams to ensure efficient incident resolution and customer satisfaction
• Follow ITIL best practices and ITSM processes to maintain operational excellence
• Assist in process improvements and operational governance activities

What do we offer?

• Health Insurance
• Dental Plan
• Life Insurance
• Meal/Food Voucher
• Childcare Assistance
• Total Pass
• Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social, and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free Learning Portal – Online courses and live training
• International Experience Opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people, you become eligible to receive a bonus for each hire
• Gems – Recognition for Performance
• Xcelerate – Free Mentoring Career Platform