Jr. Service Analyst

Description

Job Summary: We are seeking a professional with technical expertise and a service mindset to resolve IT incidents, ensure high-quality support, and collaborate with the team. Key Highlights: 1. Resolve user and technology incidents and requests with quality. 2. Keep IT users informed with a service-oriented approach. 3. Contribute to the development and collaboration of the MGS IT Ops team. **Job Description:** We are looking for a professional with the required technical background and service mindset to make a difference in our team: What are we looking for? * Completed undergraduate degree; * 1 year of professional experience in Service Desk, including user support activities; * Preferred: Degree in Information Technology, Systems Analysis, or Computer Science. * Preferred: ITIL certification. What will be your key responsibilities? * Resolve user and technology incidents, requests, and alerts using defined knowledge solutions and your own IT technical experience. * Ensure high-quality resolution, delivering an excellent customer experience and solving the reported issue. * Resolve reported incidents and requests within agreed timeframes and SLAs, meeting expected quality and customer satisfaction levels. * Keep IT users informed about the status of their tickets using a service-oriented approach—not solely technology-focused. * Demonstrate customer focus, especially when handling technically complex cases. * Create new solutions and update existing ones to address recurring problems and situations. * Assume specific team responsibilities such as Tech Lead, Segment Lead, Champion, etc., as needed. * Participate in MGS Projects as requested, facilitating smooth transitions of new technologies into the support catalog. * Collaborate with other MGS teams to resolve IT user tickets. * Contribute to the development and collaboration of the MGS IT Ops team. * Encourage collaborative behavior by initiating or participating in initiatives within MGS Digital Technologies. What can you expect from Mars? * Competitive salary and benefits package aligned with market standards. * Medical and Dental Plans with co-payment, plus Life Insurance. * Private Pension Plan. * Pharmacy Benefit, subsidizing prescribed medications. * Meal Allowance or On-site Cafeteria, depending on your location. * Short Friday, Birthday Off, Pet Leave, and other well-being benefits. * An engaging work environment, interacting with diverse and talented Associates, all guided by the Five Principles. **Skills:** Assessment, Data Collection and Analysis, Data Control, IT Support, IT Testing, Action Planning, Planning and Organizing, Policy and Procedures, Verbal Communication