Timenow
Timenow
Timenow activează în industria oțelului, furnizând produse și soluții precum bare de armătură de înaltă rezistență, table acoperite, profile din oțel și sârme. Compania îmbină expertiza industrială cu accentul pus pe inovare, managementul mediului, inițiativele comunitare și guvernanța responsabilă, inclusiv practici recunoscute de gestionare a riscurilor.

Service Desk Analyst – Hybrid in Brazil

Service Desk Analyst at Timenow, an engineering consulting and project management company. Coordinate ITIL-based support, SLAs, vendors, licensing, and service automation.

Descriere

  • Serve as the service desk’s primary contact, delivering first-level infrastructure support and assistance for core platforms including SAP, Senior, and Salesforce.
  • Coordinate first-level support by establishing queues, priorities, triage standards, and escalation procedures for N2/N3 teams, internal support groups, and vendors.
  • Handle tickets directly when operational demand requires it.
  • Implement and maintain ITIL practices for incident, request, and problem management, along with the service catalog and knowledge base.
  • Improve first-level support quality through standardized scripts, documentation practices, and ticket classification.
  • Analyze SLA, first-contact resolution, ticket reopening, and user satisfaction data to drive continuous improvement initiatives.
  • Oversee service providers by tracking deliverables, service levels, and agreed improvement plans.
  • Manage software licensing, including assignment and removal, utilization optimization, compliance monitoring, and cost-allocation support.
  • Identify and deploy automation and self-service capabilities that reduce manual work and accelerate resolution.
  • Notify users about outages, major incidents, and planned maintenance.

Cerințe

  • Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, Computer Networks, IT Management, or a related field.
  • Experience working in a Service Center or Service Desk, including queue management, prioritization, and SLA monitoring.
  • Practical understanding of ITIL processes covering incident, request, and problem management, as well as service catalogs.
  • Experience using ITSM ticketing platforms.
  • Experience managing users and licenses in Microsoft 365.
  • Strong written and verbal communication skills, with a customer-focused approach and the ability to explain technical subjects to varied audiences.
  • Analytical, adaptable, and proactive approach, with initiative to introduce improvements beyond routine responsibilities.
  • Ability to work with performance metrics and collaborate with vendors.
  • ITIL 4 Foundation certification or higher is advantageous.
  • Microsoft certifications such as MS-900, MS-102, or MD-102 are advantageous.
  • Knowledge of IT asset management and inventory control is advantageous.
  • Experience overseeing AMS or systems-support contracts is advantageous.
  • Experience with process automation using Power Automate, scripts, ITSM workflows, chatbots, or AI for support services is advantageous.

Beneficii

  • Health insurance coverage.
  • Dental insurance coverage.
  • Life insurance coverage.
  • Transportation benefit.
  • Meal allowance.
  • TotalPass partnership.
  • Discounts and partnerships with various educational institutions.

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