Service Desk Analyst

**Responsabilidades**:- Answer incoming calls to the Service Desk- Provide basic administration of Access Management, End User Management, accounts and passwords- Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool- Escalate incidents to the appropriate IT operations resources in accordance with established procedure- Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements- Drive the assigned Project activities- Follow the monthly shift schedule and arrive before shift start- Ensure continuous availability during shift in the telephony system following the internal break policy- Ensure reasonable usage of availability statuses both in Telephony system and Chat- Regular usage and update of the Knowledge Base articles- Perform as per KPI, SLA, Quality and Objective requirements- Continuous effort to meet high customer satisfaction- Identify of any areas of improvement- Own your career: work towards the goals, proactive development from internal and external sources- Ready to be shifted in on-call during weekends- In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisorCompetencias:- Customer friendly Brazilian Portugese and English communication skills (written and oral)- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10, Office 2010, 2016 and Internet Browsers- Successful delivery against commitments and deadlines- Promotes and supports standardization and continuous improvement- Proactive approach and strong process adherence