Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Analista de Service Desk (Turno diurno 12x36) in Brazil.

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.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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