Workplace Support Analyst - Curitiba

Description

Job Summary: Workplace Support Analyst providing agile and high-standard assistance, ensuring complete resolution of incidents and proper system registration. Key Highlights: 1. Provide agile and high-standard assistance to customers 2. Resolve unauthorized access and malware issues 3. Offer user support regarding installed software Multinational technology company hiring: Workplace Support Analyst. Deliver agile and high-standard assistance, guiding customers during operations, ensuring complete incident resolution and accurate recording of information in the management system. Main Responsibilities: List the primary functions of the position. For each, specify “what is done”, “how it is done”, “why it is done”, and its frequency (where applicable). 1\. Respond to and document support requests initiated by customer users in the administrative system; 2\. Classify requests according to urgency based on client guidelines and assign them to the appropriate service queue; 3\. Notify the customer if the request falls outside agreed-upon services and instruct on next steps; 4\. Conduct telephone or remote-access support, following established procedures, to deliver a complete and satisfactory solution; 5\. Resolve issues related to unauthorized access, malware, and software reinstallation; 6\. Process and route requests concerning telecommunications, infrastructure failures, service demands, equipment damage, data recovery, and other situations requiring on-site presence; 7\. Offer user support regarding usage of installed and system-registered software; 8\. Ensure awareness of and compliance with contractual metrics agreed upon with clients; 9\. Close resolved Service Desk tickets, documenting solution details in the ticket management software; 10\. Perform related or associated tasks. Academic Qualifications: Specify required academic background for the position. Mandatory: Completed Technical Diploma in Software and Hardware Maintenance and Configuration, Networking, and Programming. Desirable: Bachelor’s degree in Information Technology or Exact Sciences (in progress). Experience: Indicate minimum required experience duration. Minimum 1 year in the field. Specialized Knowledge (Desirable): Specify desirable knowledge for the role, including language and technical skills. Mandatory: Networking systems. Knowledge of mobile applications and devices. Knowledge of ticket management tools. Desirable: Advanced English. Minimum Education Level: Technical Course. * Medical insurance * Dental insurance * Meal allowance * Life insurance