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Timenow
Timenow
1 001 – 5 000 Xodimlar
Aerokosmik sanoatKonsaltingQishloq xo‘jaligi
Timenow po‘lat sanoatida faoliyat yuritib, yuqori mustahkamlikdagi armatura, qoplangan tunuka, po‘lat profillar va simlar kabi mahsulot hamda yechimlarni yetkazib beradi. Kompaniya sanoat tajribasini innovatsiyalar, atrof-muhitni boshqarish, jamiyat tashabbuslari va xatarlarni boshqarish bo‘yicha e’tirof etilgan amaliyotlarni o‘z ichiga olgan mas’uliyatli boshqaruvga e’tibor qaratish bilan uyg‘unlashtiradi.
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Kompaniyadagi ish o‘rinlari

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.

BRBraziliyaGibridTo‘liq stavkaO‘rta darajaSeniorTalab Qilinadigan Til: portugalchaTahlilchi
ITSM

Tavsif

  • 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.

Talablar

  • 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.

Imtiyozlar

  • 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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