Backoffice Analyst, 2nd Level

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🕒 June 6

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Kalendae

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

🏢 Enterprise

🔒 Cybersecurity

🤝 B2B

Enterprise • Cybersecurity • B2B

Kalendae is a Brazilian IT services and consulting company (Kalendae Soluções em Gestão Ltda) founded in 2005 that provides managed technology solutions to businesses. It operates a Business Command Center and NOC for monitoring IT environments and service availability, and offers IT governance, cloud and infrastructure services, security (including pentesting), application development and support, service desk/field services, outsourcing and consulting to help clients maintain high availability and align technology with business objectives.

📋 Description

• Respond to internal areas via email, phone and WhatsApp • Plan and monitor service schedules related to field activities • Handle operational incidents, including higher-criticality requests and escalations from Level 1 • Reopen tickets and follow up and update tickets as needed • Expedite and track tickets to ensure progress of requests • Follow up on overdue tickets, supporting the progress of requests • Interact with operational partners and internal teams to align and advance requests • Participate in operational meetings to monitor and align activities • Support analysis of operational information, such as equipment control and KPIs related to requests • Manage requests related to equipment movement and control • Assist with matters related to operational supplies • Perform registration and information update activities

🎯 Requirements

• High school diploma (completed) • Previous experience in a contact center/service center is a plus • Technical knowledge: Intermediate Excel skills • Intermediate computer skills (email, web navigation and use of systems) • Behavioral competencies: Agility in daily routines and tasks; Critical thinking for request analysis; Good communication (written and verbal); Proactivity; Ability to work in a team; Analytical mindset; Organization and attention to routines; Sense of responsibility and commitment to deadlines; Flexibility and openness to continuous learning; Ability to follow processes and support improvements

🏖️ Benefits

• Flexible meal allowance: R$ 35.00 per day • Health plan (Porto Seguro or Unimed) - 100% covered for the employee • Dental plan (Porto Seguro or Unimed) • Birthday day off • Total Pass (gym membership benefit) • Life insurance (Porto Seguro) • Pharmacy discount program • SESC partnership • Home office allowance • Potential bonus based on targets/campaigns