Service Desk Analyst

Orange Business is here About us Join us at Orange Business We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities. About the role To provide professional technical support to customers from Orange Business. Monitor and proactively respond and communicate to alerts and events detection, avoiding/mitigating service disruptions and business impacts to customers. Register in an electronic ticket system any support information, intervention, and interaction with Orange, customers, internal teams, and partners. Perform technical diagnostics and refer issues to the correct entities to enable fixing actions of services and technologies from Orange. Provide status and updates to customers in accordance with performance targets established according to internal procedures. Ensure the necessary engagement and support from the responsible fixing agencies responsible for technical interventions and service restoration. Follow escalation guidelines, observing company procedures to ensure all matters are handled with the right level of priority. To undertake any other reasonable task as assigned. About you Excellent customer skills are required. Relevant experience in technical support and customer facing roles in the technology/telecommunications industry. Good interpersonal and communication skills. Good time management, and organizational skills. Actively collaborate with Team work to solve problem when appropriate. Commitment to perform tasks according to pre-defined processes. Ability to build relationships with peer and management levels both with clients and the company management. Proactive, self-motivated and determined attitude. Computer skills and technology knowledge. Problem solving skills. Flexibility in terms of working hours. Proficient in English and Spanish language. You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas. What we offer The benefits of being Orange Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification. Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features: Medical plan Dental plan Life insurance Meal allowance Transportation allowance Bonus plan Gympass Day care Private pension fund Birthday gift (day off) Give a day, get a day (day off) Maternity Leave (6 months + 1.5 year of teleworking) Paternity Leave (15 days + 5 months and 15 days of teleworking) Orange Employee Solutions (psychological and legal assistance) Shiatsu Labor gymnastic Teleworking Reimbursement Flexibility Friendly and caring environment Global work environment. Only your skills matter Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs. #J-18808-Ljbffr