Service Desk Analyst

Há 3 dias

BRASao PauloGuararema, Brasil Mars Tempo inteiro

Job Description:


Job Description

What are we looking for?

  • An Analyst to resolve reported incidents/requests in a timely manner.

  • Ensure customers are always up to date with the status of their reported issues/requests. Keep customers informed of the status of their case handling; use service-oriented, not only technology-oriented approach.

  • Work with other Mars Service Desk (MSD) and Mars Support teams to manage and resolve incidents and also to drive improvements or increase of MSD scope.

What will be your key responsibilities?

  • Critical Project Support: Assist with high-priority projects within IT Operations, including the implementation and integration of advanced solutions such as the Service Catalog FOR IT Operations and New Generation AI Bot and other innovative technologies.

  • Service Optimization: Actively contribute to the enhancement of service delivery processes, identifying opportunities for improvement, and driving operational efficiency with a focus 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.

  • Work with other MGS (Mars Global Services) teams and supporting resolutions in case of escalations.

  • Contribute to Service Ops Call Centre availability by handling multiple user contacts at the peak call center hour.

  • Be a role model for Service Operations Technicians, Interns

  • Contribute to high collaboration MGS IT Operations team.

  • Act as a resource of MGS Projects, as required

What can you expect from Mars?

  • Work with diverse and talented Associates, all guided by the Five Principles.

  • Join a purpose driven company, where we're striving to build the world we want tomorrow, today.

  • Best-in-class learning and development support from day one, including access to our in-house Mars University.

  • An industry competitive salary and benefits package, including company bonus.

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