Job Summary: We are seeking a Service Desk Analyst to strengthen our team — ideal for candidates with an analytical mindset, strong organizational skills, and motivation in dynamic, collaborative environments. Key Highlights: 1. Culture that values autonomy, transparent communication, and continuous learning 2. Committed team that collaborates effectively and celebrates achievements 3. Encouragement of continuous technical development and career progression We are looking for a **Service Desk Analyst** to strengthen our team and directly contribute to excellence in customer support. This position is ideal for analytical, organized individuals who enjoy problem-solving and thrive in dynamic environments. Our culture emphasizes autonomy with accountability, transparent communication, cross-team partnership, and the constant pursuit of learning. Here, you will find a welcoming environment with accessible leaders and a supportive team that shares knowledge and celebrates accomplishments. You will join a committed team that collaborates to ensure high-quality customer support, efficient resolution of incidents and service requests, and adherence to defined service level agreements (SLAs). We value organization, accountability, and a user-centric focus. We offer autonomy with support, encourage continuous technical development, and value professionals eager to grow in the technology field — evolving alongside us and contributing to the stability and improvement of our IT services. **Responsibilities and Duties** * Handle maintenance tickets via system, phone, or email * Perform initial triage and diagnosis of technical issues * Log, classify, and prioritize tickets according to SLA requirements * Escalate to field technicians or vendors as required by incident type * Monitor tickets until final resolution * Maintain consistent communication with end users and assigned technicians * Update ticket status and ensure timely SLA compliance * Support the preparation of service reports and performance metrics **Requirements and Qualifications** * Completed high school education * Intermediate Excel proficiency, 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 * Strong organizational skills and attention to detail **Preferred Qualifications:** * Experience coordinating and managing external technicians * Knowledge of SLAs, contracts, and service levels * Experience with 24x7 support operations **Additional Benefits** * Meal Voucher * Transportation Voucher or Fuel Allowance * 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 – 7:00 PM, Monday to Friday **Work Model:** On-site **Employment Type:** CLT (Consolidation of Labor Laws) 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 customer support. We value **collaboration**, **creativity**, and the **continuous development** of every team member. Here, you’ll have the opportunity to engage in challenging projects, work with **cutting-edge technologies and digital trends**, learn continuously, and grow alongside a company experiencing rapid expansion. If you seek a dynamic environment rooted in **technology, innovation, and people**, join Maminfo and help build the future with us!