Analista De Service Desk (turno Diurno 12x36)

Analista De Service Desk (Turno Diurno 12x36)

This role operates at the heart of a critical technical support environment, acting as the first point of contact for users in a major telecommunications context. You will ensure fast, efficient, and structured handling of incidents and service requests, contributing directly to system stability and user satisfaction. Working in a 12x36 daytime shift, you will monitor infrastructure, support end users, and coordinate escalations when needed. The position requires strong attention to detail, a sense of urgency, and the ability to operate in a fast-paced, mission-critical environment. You will collaborate closely with second and third-level support teams to ensure timely resolution of issues. This is a highly operational role with direct impact on service continuity and customer experience.

Accountabilities:

• Provide first-level technical support via ticketing systems, email, and phone, ensuring timely and effective user assistance.
• Register, track, and manage incidents and service requests using IT service management tools.
• Monitor client systems and infrastructure to ensure availability and proper functioning of services.
• Execute preventive maintenance tasks and support continuous improvement of monitored environments.
• Analyze incidents and apply workaround solutions to minimize operational impact on users and systems.
• Escalate complex issues to second and third-level support teams when necessary, ensuring proper follow-up.
• Maintain monitoring tools and ensure alerts and system visibility are functioning correctly.
• Support operational continuity through proactive identification of risks and anomalies.

Requirements:

• High school diploma completed (mandatory).
• Availability to work on a 12x36 daytime shift schedule.
• Basic knowledge of IT fundamentals, including Windows, Microsoft Office, and basic Unix concepts.
• Clear and effective communication skills, both written and verbal.
• Strong sense of urgency, logical reasoning, and attention to detail.
• Ability to work collaboratively in a team-oriented environment.
• Basic English proficiency (reading and writing).
• Nice to have: intermediate IT knowledge (hardware and systems), experience in customer service, and familiarity with ticketing tools.

Benefits:

• Remote work flexibility or access to office environments, depending on preference.
• Shift-based schedule (12x36) supporting work-life balance.
• Health and dental insurance coverage.
• Meal and food allowances, transportation support, and home office assistance.
• Birthday day off and flexible working hours.
• Access to wellness programs, including fitness partnerships and mental health support.
• Continuous learning opportunities such as language courses, training programs, and postgraduate support.
• Life insurance, profit sharing, childcare assistance, and employee recognition programs.