Service Desk Analyst

Service Desk Analyst Quantum World Technologies Inc. •Imperatriz, Maranhão, Brazil What You’ll Do: 1st line support – troubleshooting IT problems from in-house software to hardware (iPhones, iPads, laptops, PCs, printers). Escalate unresolved calls to the correct support team per the corporate knowledge base. Receive, log, and manage calls from end users via telephone, chat, and email. Log all calls in the Service Desk call logging systems (BT and ServiceNow). Maintain a high degree of customer service for all support queries and adhere to all service management principles. Provide insight into call center statistics when requested by management. Provide feedback on support documentation to improve request servicing. Basic Active Directory knowledge: viewing user accounts, checking groups, etc. Basic knowledge of troubleshooting iOS phones and tablets. Effective queue and ticket management. Packaged software install using remote access tools (LogMeIn and WS1). Use collaboration tools (Instant Messaging, Outlook, etc.) for daily work. Communicate with clients and follow up on all open and pending tickets. Escalate incidents to correct internal resources when necessary. Achieve first‑call resolution (FCR) in a timely manner. Identify, communicate, and document persistent problems. Look for service improvement and ticket reduction opportunities. Ensure controls and policies are adhered to at all times. Maintain a clean and resilient operating environment. Meet and exceed metric requirements.> Maintain technical knowledge to keep up with rapid changes in technology. Adhere to current policies and procedures. Take a proactive approach to clients’ requirements and identify recurring problems. Share and document ideas, solutions, improvements, and process efficiencies with the team. Expertise You’ll Bring: Excellent communication skills and telephone handling etiquette. Excellent organizational skills. 2 years previous IT Service Desk experience. Strong knowledge of Microsoft‑based operating systems, especially Windows 7, 10, and O365 suite. Experience troubleshooting O365 within a network environment (permissions, calendar sharing, delegation). Experience using Microsoft Active Directory (view group memberships, shared drives access, policies, etc.) and Microsoft desktop applications (MS Office Suite). Knowledge of security technology (local security, network security, application security). Proficient with Microsoft Windows 10 and MAC (and newer / future) operating systems. Strong customer service, analytical, and problem resolution skills. Excellent interpersonal, written, and verbal communication skills at all levels. Ability to be a team player, with strong organizational & time management skills. Familiarity with ServiceNow (ITSM) is an added advantage. 2‑to‑4‑year college degree in information technology or related field. Microsoft and Apple technical certification would be desirable. #J-18808-Ljbffr