Service Desk Analyst – Night 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

• Act as first-line support and client-facing interface for the telecommunications sector • Provide technical support to users • Monitor and ensure system availability • Respond promptly to reported requests and incidents, with support from second- and third-level teams • Handle client requests via ticketing system, email, and phone • Log service interactions in ticket management tools • Monitor the client environment, checking systems and machines • Analyze and perform preventive maintenance • Maintain the monitoring system • Receive and fulfill client service requests • Receive and analyze incident tickets • Provide workarounds to minimize impact • Trigger and escalate to other teams when necessary

🎯 Requirements

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

🏖️ Benefits

• Option to work remotely or from one of the company offices • Birthday off • Flexible working hours • Food allowance • Meal voucher • Transportation allowance • No dress code • WellHub • Health insurance • Dental insurance • Partnerships with service providers 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