IT Service Delivery Specialist

3 semanas atrás

São Paulo, São Paulo, Brasil Heidrick & Struggles Tempo inteiro

About the Role:

Heidrick & Struggles is a global leadership advisory and on-demand talent solutions provider. We are seeking an IT Service Delivery Analyst to join our team, who will serve as the primary escalation point for technical support and develop specialized expertise based on the company's needs.

Key Responsibilities:

  • Provide technical support to Heidrick users, including troubleshooting and resolving hardware and software issues.
  • Develop and maintain clear process documentation, ensuring that all processes are thoroughly documented and regularly updated in the IT knowledge base.
  • Manage local and regional office IT support, including moves and changes, to ensure smooth operations.
  • Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
  • Act as a liaison between 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.
  • Ensure adherence to IT policies, procedures, and security standards.

Requirements:

  • 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.

Preferred Qualifications:

  • IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
  • 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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