Junior Support Analyst

Description

**What are we looking for?** **Main responsibilities:** Provide technical support to users of internal systems via the service request platform; Review internal customer requests in service tickets to ensure proper routing to the responsible area, if necessary; Continuously improve systems to automate and optimize departmental processes; Support and configure, at Level 1, requests related to corporate work tools; Manage user access rights, creating, modifying, and removing them as needed; Investigate and resolve hardware and software issues; Create technical documentation and FAQs; Gather feedback on processes to drive continuous improvement; Ensure high-quality user support and maintain ticket resolution within SLA. **Requirements:** * Knowledge of ITIL 4, including incident management, service requests (SR), SLAs, and differentiation between problems and known errors; * Business and application domain knowledge to support prioritization and analysis of operationally impactful incidents; * Experience with ITSM tools such as ServiceNow, Jira Service Management, or BMC Helix; * Experience in incident management, including logging, categorization, and prioritization based on impact and SLA; * Experience handling service requests, such as password resets, access management, and execution of operational tasks; * Experience documenting tickets, ensuring clarity in evidence, diagnostics, and actions for escalation. **Work location:** 100% remote **Who is Insi?** We are a consultancy specializing in digital transformation. But above all, we are a people-first company — people who listen before proposing, go to the core before presenting solutions, and measure success by real change, not just implementation. With over three decades of history and a global presence, we believe true transformation begins from within: within individuals, teams, and organizations — and this conviction guides every decision we make, every project we deliver, and every person we develop. **Why build your career at Insi?** Because here you think, decide, and create together. We offer autonomy, clear goals, and an environment where Insiders can interact with diverse technologies, participate in challenging projects, bring new ideas, and work from anywhere in Brazil — and why not, the world. We are one of the best companies to work for in Brazil according to Great Place to Work, and among the top 10 employers in Brazil according to TIME magazine. **What are our values?** * We are people serving people * We think and act like owners * We have a drive for performance * We grow and learn together * We pursue excellence and simplicity * We act with creativity and innovation All individuals are welcome regardless of their condition, disability, ethnicity, religious belief, sexual orientation, appearance, age, or similar attributes. We want you to grow with us in an inclusive, welcoming environment full of opportunities. Do you identify with this? Then, **#JoinInsi!**