Service Desk Analyst
New
Remote work opportunity based in BrazilFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 0–1 year
- Required Skills
- SQLTroubleshootingTechnical supportCustomer supportServiceNow
Requirements
- 0–1 year of experience in technical or customer support roles
- Strong customer service and multitasking abilities
- Excellent analytical, troubleshooting, and problem-solving skills
- Ability to prioritize tasks and manage workload independently
- Strong written and verbal communication skills in English (fluent)
- Ability to work collaboratively in a team-oriented environment
- High attention to detail and commitment to service quality
- Quick learner with adaptability to new systems and processes
- Experience with ticketing systems (e.g., ServiceNow) is a plus
- Knowledge of supply chain systems, SQL, or database queries is a plus
Responsibilities
- Provide support via phone and ticketing systems for software-related issues
- Gather, analyze, and document initial customer information to troubleshoot problems
- Categorize, triage, and route cases to appropriate internal support teams
- Maintain accurate and complete documentation within the ticketing system
- Ensure compliance with SLAs for response time and issue resolution
- Escalate complex or high-severity issues to appropriate support levels
- Collaborate with internal teams, partners, and external vendors
- Follow established runbooks, procedures, and support guidelines to resolve issues
- Maintain high standards of customer communication, empathy, and clarity
- Contribute to knowledge base documentation and process improvements
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