Service Desk Analyst – Day Shift 12x36

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Icaro Tech

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1997

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Icaro Tech is a leading technology company specializing in digital experience and automation solutions. With over 27 years of expertise, the company focuses on simplifying processes for businesses through advanced technologies such as artificial intelligence, customer management, and process automation. Icaro Tech offers a range of services including IT and service management, managed services, and tailored digital product development to enhance operational efficiency and customer satisfaction.

📋 Description

• Provide first-level support for client requests via system, email, and phone • Log support interactions in ticket management tools • Monitor and follow up on the client environment, checking systems and machines • Analyze and perform preventive maintenance in client environments • Maintain the monitoring system • Receive and execute service requests (SR) from clients • Receive and analyze incident tickets • Provide workaround solutions to minimize client impact • Engage and escalate to other teams when necessary • Monitor and ensure system availability, acting as the first level of support and as the client-facing interface for the telecommunications department

🎯 Requirements

• Basic computer knowledge • Knowledge of Windows and Microsoft Office • Basic knowledge of Unix • Availability to work a 12x36 schedule • High school diploma • Clear and effective communication • Teamwork • Initiative • Logical reasoning • Critical thinking and a sense of urgency • Basic English (reading and writing) • Preferred: intermediate IT knowledge (systems and hardware) • Preferred: experience in customer-facing support • Preferred: experience with ticketing tools

🏖️ Benefits

• Work anywhere: can work remotely or from one of our offices • Birthday Off • Flexible hours • Meal allowance • Meal voucher • Commuter allowance • No dress code • WellHub • Health insurance • Dental plan • Partnerships with professionals and establishments • Tuition assistance for postgraduate studies • Language course scholarship • Training and development program • Tutoring and mentoring program • Home office allowance • Childcare assistance • Life insurance • Referral bonus • Profit sharing • Breaktime: HR support