IT Service Delivery Analyst

Há 1 mês

São Paulo, Brasil Heidrick & Struggles Tempo inteiro

Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world's top organizations.

Job Description:

The Role:

Reporting to the NALA Regional IT Service Delivery Manager, the IT Service Delivery Analyst is an advocate for Heidrick users, whose primary objective is helping all Heidrick users be more efficient and productive. This is achieved by focusing on two key areas of responsibilities: The first is to be the primary escalation point, providing both in-person and remote technical support to Heidrick users. The second is to develop specialized expertise based on the needs of the company.

Responsibilities:

  • Serve as the primary IT point of contact for local offices, gathering user feedback and understanding their regional IT needs.
  • Document all interactions, updates, and resolution accurately in our ticketing system.
  • Ensuring all processes are thoroughly documented and regularly updated in the IT knowledge base.
  • Diagnose and resolve hardware and software issues, including operating system, network connectivity problems, and application errors.
  • Manage local and regional office IT support, including moves and changes, to ensure smooth operations. Domestic and international travel may be required.
  • Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
  • Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and other internal IT staff.
  • Act as a liaison between the end-users and the engineering and infrastructure teams, ensuring that the user experience remains a priority.
  • Assist in deploying, configuring, and maintaining IT assets and applications, including performing software installations, upgrades, and patches.
  • Participate in IT projects, such as hardware rollouts, software deployments, and office relocations.
  • Keep track of project progress and communicate updates to key stakeholders in a timely manner.
  • Ensure adherence to IT policies, procedures, and security standards.

Required Qualifications:

  • Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • 3+ years of experience in IT support, with at least 2 years in a Level 2 or similar role.
  • Strong technical skills in troubleshooting and supporting Windows and macOS operating systems.
  • Experience with Active Directory, Microsoft 365, Cloud technologies, VPN, and remote access tools.
  • Fluent in Spanish, English, and Portuguese.
  • Able to work in the Sao Paulo office 2-3 days a week and flexibility to travel to other offices in the region. First six weeks required to be onsite every day.

Preferred Qualifications:

  • IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.
  • Engages in internal networking to enhance IT support and service delivery.
  • Takes ownership of tasks, ensuring timely completion.
  • Learns new skills and tools to improve support efficiency.

Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.

Heidrick & Struggles is committed to providing reasonable accommodations and/or adjustments during our recruitment process. If you are selected for an interview and require an accommodation and/or adjustment, please inform your Talent Acquisition professional.

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