Service Desk Analyst

Timenow

. Act as the focal point for the service desk, providing first-level infrastructure support and support for core systems such as SAP, Senior, and Salesforce .

Posted 10/9/2026full-timeVitória • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL processes for incident, request, and problem management, along with strong capabilities in ticket management and user administration within a Microsoft 365 environment. Proficient in utilizing metrics for continuous improvement and enhancing service desk operations through automation and self-service solutions.

Highest-signal resume keywords

ITIL Process ManagementTicket Management (ITSM) ToolsMicrosoft 365 User AdministrationSLA Tracking and ManagementProcess Automation (Power Automate)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL ProcessesTicket ManagementUser AdministrationSLA TrackingProcess AutomationIncident ManagementRequest ManagementProblem ManagementKnowledge Base ManagementService Catalog Management

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationCustomer-Service FocusAnalytical SkillsProactive Initiative

Tools & Technologies

Microsoft 365ITSM ToolsPower AutomateScriptsWorkflows

Certifications & Qualifications

ITIL 4 FoundationMS-900MS-102MD-102

Industry Keywords

Service DeskService CenterIT Asset Management (ITAM)Inventory ControlVendor Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Act as the focal point for the service desk, providing first-level infrastructure support and support for core systems such as SAP, Senior, and Salesforce
Organize and ensure first-level support by defining queues, priorities, triage criteria, and escalation processes for N2/N3 teams, support teams, and vendors
Work directly on the ticket queue when necessary
Implement and maintain ITIL processes for incident, request, and problem management, as well as the service catalog and knowledge base
Ensure the quality of first-level support through scripts, documentation standards, and ticket categorization
Use SLA, first-contact resolution, reopening, and user satisfaction metrics to establish continuous improvement plans
Manage service providers by monitoring deliverables, service levels, and improvement plans
Administer licensing, including license assignment and removal, usage optimization, compliance monitoring, and support for cost allocation
Identify and implement automation and self-service solutions to reduce manual effort and resolution times
Communicate outages, major incidents, and scheduled maintenance to users

Requirements

What you’ll need

Bachelor’s degree in Information Systems, Computer Science or Computer Engineering, Computer Networks, IT Management, or related fields
Experience in a Service Center or Service Desk environment, including queue organization, prioritization, and SLA tracking
Practical knowledge of ITIL processes for incident, request, and problem management, as well as service catalogs
Experience with ticket management (ITSM) tools
Experience administering users and licenses in a Microsoft 365 environment
Strong verbal and written communication skills, with a customer-service focus and the ability to translate technical topics for diverse audiences
Analytical, dynamic, and proactive profile, with the initiative to propose and implement improvements beyond routine activities
Comfortable working with metrics and interacting with vendors
ITIL 4 Foundation or higher certification (a plus)
Microsoft certifications such as MS-900, MS-102, or MD-102 (a plus)
Knowledge of IT asset management (ITAM) and inventory control (a plus)
Experience managing AMS or systems support contracts (a plus)
Experience with process automation (Power Automate, scripts, workflows in ITSM tools) or chatbots and AI applied to support services (a plus)

Benefits

Comp & perks

Health insurance
Dental insurance
Life insurance
Transportation benefit
Meal allowance
TotalPass partnership
Discounts and partnerships with various educational institutions