Service Desk Analyst

1 semana atrás

Guararema, Brasil Mars Tempo inteiro

Join to apply for the Service Desk Analyst role at Mars . Job Description We are looking for an Analyst to resolve reported incidents and requests in a timely manner, ensuring customers are always up to date with the status of their reported issues, and working with other Mars Service Desk (MSD) and Mars Support teams to manage incidents and drive improvements. Functional Responsibilities Resolve reported incidents/requests in a timely manner. Ensure customers are informed of the status of their cases. Work with MSD and Mars Support teams to manage incidents and drive improvements or increase MSD scope. Key Responsibilities Critical Project Support: Assist with high-priority projects within IT Operations, including implementation and integration of advanced solutions such as the Service Catalog for IT Operations, New Generation AI Bot, and other innovative technologies. Service Optimization: Contribute to the enhancement of service delivery processes, identify improvement opportunities, and drive operational efficiency focused on automation and AI-driven solutions. Project Management and Implementation: Manage or participate in the rollout of global projects, adhering to established processes and ensuring successful delivery within defined timelines and quality standards. Collaborate with other MGS teams, supporting resolution in case of escalations. Contribute to Service Ops Call Centre availability by handling multiple user contacts during peak call center hours. Act as a role model for Service Operations Technicians and Interns. Contribute to high collaboration within MGS IT Operations team. Act as a resource for MGS Projects as required. What Can You Expect from Mars? Work with diverse and talented associates, guided by the Five Principles. Join a purpose-driven company geared toward building the world we want tomorrow. Best-in-class learning and development support from day one, including access to Mars University. Competitive salary and benefits package, including company bonus. Seniority Level Entry level Employment Type Full-time Job Function Information Technology Industry Food and Beverage Manufacturing Referrals increase your chances of interviewing at Mars by 2x. #J-18808-Ljbffr

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