Service Desk Analyst N1 JR (Temporary)

Role Summary

At Stefanini, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence and human creativity. We are at the forefront of solving business problems, delivering real impact on a global scale.

When you join Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on the business, but also on the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy and partnership, you will find it here!

Join us and be part of the change!

• 📍 Modality: Home Office
• 🕐 Journey: Scale 6x1 | 12pm to 6pm
• 📄 Contract: Temporary (maternity leave coverage)

What we hope you accomplish

• Respond to and record user requests in the ticket management system;
• Classify, categorize and prioritize calls according to established processes and SLAs;
• Provide remote support by telephone and/or remote access;

Resolve first-level incidents related to

• Windows operating systems;
• Access and permissions;
• Viruses and basic security;
• Software reinstallation;
• Questions about infrastructure and use of IT resources;
• Resolve calls eligible for First Call Resolution (FCR);
• Forward calls to specialized teams when necessary (hardware, software, infrastructure, local service and data recovery);
• Open and escalate critical incidents according to defined procedures;
• Inform users when the request is outside the contracted scope;

Record all interactions clearly and completely in the ticket system.

Differentiators

• Basic knowledge of ITIL;
• Experience with remote access tools;
• Experience in Service Desk or Service Center environments;

Basic knowledge of Active Directory, Microsoft 365 or networks.

• Excellent customer service;
• Good communication skills;
• Organization and sense of priority;
• Ease of working in a team;
• Analytical profile and focus on problem solving;

Commitment to quality and compliance with SLAs.

Requirements

What we need you to know

• Complete high school (technical course or degree in progress in the IT area preferred);
• Experience with customer service, Service Desk, Help Desk or Technical Support;
• Basic knowledge of computers and the Windows operating system;
• Familiarity with call recording and tracking tools;
• Good verbal and written communication;
• Organization, attention to detail and ability to follow procedures;

Collaborative, proactive profile and easy to learn new technologies.

Benefits

• 🍛 Food vouchers or meal vouchers;
• 👨🏼🎓 Discount on language courses, universities and institutions;
• 📚 Stefanini Academy — platform with free, updated and certified online courses;
• 🗣 Mentoring;
• 💉 Benefits club for consultations and exams;
• 🏥 Medical assistance;
• 🦷 Dental assistance;
• 💰 Advantages and discounts club in the best establishments;
• 🛫 Travel club;

🐶 Agreement for pets.