We are looking for a **Service Desk Analyst** to strengthen our team and directly contribute to excellence in customer service. This position is ideal for analytical, organized individuals who enjoy solving problems and are motivated by dynamic environments. Our culture values autonomy with responsibility, transparent communication, collaboration across teams, and continuous learning. Here, you will find a welcoming environment, accessible leaders, and a supportive team that shares knowledge and celebrates achievements. You will join a committed team that collaborates to ensure high-quality customer service, efficient resolution of incidents and requests, and compliance with established service levels (SLAs). We value organization, responsibility, and a strong focus on user experience. We offer autonomy with support, encourage ongoing technical development, and appreciate professionals eager to grow within the technology field—evolving alongside us and contributing to the stability and improvement of our IT services. **Responsibilities and duties** * Manage service tickets, classifying them based on urgency to ensure resolution within agreed timeframes (SLA). * Communicate clearly and effectively with internal teams and customers, keeping them informed about ticket status and resolution progress. * Maintain equipment inventory, ensuring availability and proper operational condition, placing replenishment orders as needed. * Analyze data, generate reports, and monitor performance indicators. * Proactively identify issues and implement effective solutions. **Requirements and qualifications** * Completed high school education. * Intermediate Excel skills, including formulas, pivot tables, and charts. * Excellent written and verbal communication skills. * Ability to work autonomously while collaborating effectively within a team environment. * Proactive, solution-oriented attitude. * Organizational skills and attention to detail. **Preferred qualifications:** * Prior experience managing service tickets in telecommunications companies or similar roles. **Additional benefits** * Meal allowance * Transportation allowance or fuel subsidy * Birthday bonus * TotalPass * Life insurance * Unimed health insurance after probation period (no monthly fee) * Uniodonto dental insurance after probation period * Pet health plan * Partnerships with educational institutions and language schools * Career development plan **Working hours:** 9:00 AM to 7:00 PM, Monday through Friday **Work model:** On-site. **Employment type:** CLT (Consolidated Labor Laws contract) At **Maminfo Telecom Solutions**, we believe technology and people advance together. We deliver innovative solutions in **networks, connectivity, IT infrastructure, and telecommunications**, ensuring quality and security for businesses, festivals, and major events across Brazil. Our purpose is to **transform how businesses and people connect**, combining **technological innovation** with human-centered, close-knit service. We value **collaboration**, **creativity**, and the **continuous development** of every team member. Here, you’ll have the opportunity to participate in challenging projects, work with **cutting-edge technologies and digital trends**, continuously learn, and grow alongside a rapidly expanding company. If you seek a dynamic environment rooted in **technology, innovation, and people**, join Maminfo and help build the future with us!