Senior Service Desk Analyst

Description

Job Summary: Senior Service Desk Analyst for specialized technical support, resolution of complex issues, and ensuring user satisfaction—contributing to IT service efficiency and continuity. Key Highlights: 1. Provide technical support and resolve more complex issues. 2. Participate in process improvements and technical projects. 3. Opportunities for continuous development and internal growth. **THE PROFILE WE SEEK:** We have an open position for a Senior Service Desk Analyst and are looking for someone passionate about technology, problem-solving, and user support. This person will be responsible for providing technical support, performing advanced diagnostics, resolving tickets within SLAs, and contributing to the continuity and efficiency of IT services. On a day-to-day basis, they will participate in process and technical project improvements, create and maintain documentation, and monitor performance metrics. They will also routinely guide users and support the adoption of new tools and solutions. If you possess an analytical and organized mindset and believe that high-quality support makes all the difference to the business, this opportunity may be right for you. **DAY-TO-DAY RESPONSIBILITIES:** The mission of the Service Desk Analyst is to deliver specialized technical support, resolve complex problems, and ensure user satisfaction—contributing to IT service efficiency and continuity. Ensuring IT systems align with the organization’s strategic goals and effectively meet business demands. Key responsibilities and activities include: * Respond to and resolve technical support tickets, meeting established service levels * Perform advanced diagnostics and resolution of technical issues * Collaborate with IT teams to identify and resolve incidents and problems * Guide and support junior analysts * Participate in improvement initiatives and implementation of new technical solutions * Create and maintain technical documentation, procedures, and policies * Analyze trends and identify opportunities to improve support processes * Train and upskill users on new technologies and tools * Participate in meetings and collaborate with other teams to optimize support efficiency and quality * Monitor performance metrics and prepare management reports for analysis Requirements: **WHAT WE EXPECT FROM YOU?** * Bachelor's degree in IT-related fields such as Information Systems, Computer Science, Computer Engineering, or related disciplines * Prior experience in technical support or user assistance, including corporate application support * Experience in server and network service configuration and maintenance * Experience supporting corporate applications such as email, ERP, and CRM systems * Experience resolving complex support incidents and requests * Experience configuring and supporting mobile devices (smartphones) * Advanced knowledge of Service Desk tools and ITIL processes * Familiarity with remote access tools (TeamViewer, AnyDesk) * Proficiency in hardware and software troubleshooting * Familiarity with ticketing and incident management tools * Familiarity with productivity tools such as Microsoft Office and G Suite * Familiarity with information security practices Benefits **WHAT YOU’LL FIND AT R.BRANDS?** * Meal Allowance or Food Voucher (no deductions) * Transportation Voucher or Fuel Assistance (no deductions) * Breakfast and afternoon coffee served in fully equipped kitchens * Unimed health insurance (co-payment) * Dental insurance * Quarterly bonus * Exclusive discounts on our brands’ products * Welcome Kit delivered at the start of onboarding * SESC and CDL partnership agreements, offering numerous benefits for travel, cultural events, leisure and sports programs, healthcare services, courses, training, educational activities, and discounts across many partner companies * Opportunities for continuous development and internal growth * Corporate University * Culture focused on innovation and entrepreneurship **WORK SCHEDULE:** On-site, Monday through Thursday from 8:00 AM to 6:00 PM, and Friday from 8:00 AM to 5:00 PM, with a 1-hour break. **Position based in Pedra Branca, Palhoça/SC.** **WHO ARE WE AND WHAT IS OUR PURPOSE?** Created to house brands operating independently from one another, R.brands is a \_house of brands\_, i.e., a brand portfolio company designed to embrace multiple distinct brands—each with its own characteristics and DNA. The new identity embodies a more dynamic, strategic essence, aligned with the company’s current evolution. As a \_house of brands\_, our focus is to develop and manage lifestyle brands rooted in activity—brands that connect, inspire, and emotionally engage. Our purpose? To inspire and empower people to become their best selves. Our name, R.brands, derives from the term \_r.evolution\_, combining references to the revolution we are building and the evolution we are experiencing. Here, a major transformation is underway—and the dot in our name is not a full stop, but rather a new starting point. Currently, we operate three brands: INVICTUS and BR FORCE in the tactical segment, and GALAPAGOS in the outdoor segment. Each has specific objectives and a unique personality, yet all align with the group’s overarching purpose—enabling synergistic and broad-based operations. We foster a high-performance environment centered on learning and innovation, and take our values seriously: Integrity, Personal Accountability, Tenacity, Nonconformity, Courage, and Empathy. These values define how things work here—and who we are. So, do you identify with R.brands—and feel ready to embrace this r.evolution?