Job Summary: SEB Group is hiring an Infrastructure Service Desk Analyst to provide technical support to users, ensuring agility and quality in resolving requests. Key Highlights: 1. Provide agile and high-quality technical support to users 2. Stay updated with technical procedures and solutions 3. Actively participate in meetings and training sessions SEB Group is hiring an **Infrastructure Service Desk Analyst**, to work at the Administrative Headquarters in **Ribeirão Preto/SP**. Learn more about SEB Group: https://www.sebsa.com.br/ **Responsibilities and Duties** * Provide technical support to users remotely, ensuring agility and quality in resolving requests; * Clarify doubts and guide users on available self-service and self-repair solutions; * Register, analyze, and resolve customer requests according to established technical procedures; * Develop, review, and maintain an up-to-date knowledge base containing technical procedures and solutions; * Continuously stay updated through reading operational procedures, attending meetings, training sessions, and certifications; * Handle service requests promptly, efficiently, and with a focus on customer satisfaction; * Interact with teams and other resolution areas to monitor and resolve requests; * Actively participate in meetings, operational training sessions, and other company-organized events; * Uphold the institutional image by maintaining professional conduct, ethics, and confidentiality of information. **Requirements and Qualifications** * Bachelor’s or technical degree in Information Technology or related fields (preferred); * Minimum 1 year of experience in technical support, Service Desk, or related areas; * Knowledge of IT support and user assistance; * Experience in analyzing and resolving technical issues; * Familiarity with Windows, Android, and iOS operating systems; * Knowledge of Microsoft Office 365 and Microsoft Azure cloud environment; * Basic understanding of computer networks (Ethernet and Wi-Fi); * Basic understanding of server administration and Information Security; * Basic understanding of IP telephony and PABX; * Familiarity with ITIL best practices (certification is a plus); * English proficiency preferred; * Strong communication skills, organization, proactivity, teamwork, and customer focus; * Courses and certifications in support, networking, cloud, or Microsoft technologies will be considered advantageous. With six decades of pioneering work in education, SEB Group has established itself as a vibrant, multicultural global community committed to educational excellence. We form a network comprising over 7,000 agents of transformation, dedicated to expanding opportunities for more than 400,000 students across approximately 40 countries. At the forefront of educational trends and innovations, we are a solid and diversified Brazilian educational group. We continuously invest in technology and disruptive educational solutions shaping the future of learning. Our business portfolio includes widely recognized market brands, spanning from basic education to higher education. Additionally, we offer customized educational solutions that empower global citizens. Our purpose goes beyond educational transformation: “We connect global students and empower them to create impactful futures, expanding their opportunities through excellence and innovation.” Here, you will become part of a culture that celebrates passion for learning and commitment to positively impacting the future through education. Join us to be part of a global education group! \#VemProGrupoSEB