Junior IT Support Analyst

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WYNTECH SRL

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2012

🔒 Cybersecurity

🤝 B2B

Cybersecurity • B2B

WYNTECH SRL is an Italian IT services and security consultancy that designs, implements and manages network, datacenter and cybersecurity solutions for business customers. The company offers advanced security services (endpoint and perimeter protection, security fabric integration, identity and governance), network and system engineering, datacenter and storage consolidation, configuration management and collaboration solutions, backed by long technical experience and ITIL-based processes. WYNTECH positions itself as a B2B technology partner providing product sales, project implementation, training and ongoing support.

📋 Description

• Monitor and evaluate NMS indicators; • Analyze data collected in satisfaction surveys; • Analyze and inform the TRIBUNAL of any impacts on operations and the risks associated with changes requested by the TRIBUNAL to standards, systems, and service procedures, proposing mitigation actions; • Analyze overall service performance using quality management tools; • Calculate and report contractually specified indicators; • Perform the activities described in Annex VIII – Curation related to the professional profile; • Evaluate existing processes to identify possible improvements and propose action plans to improve service delivery; • Collect feedback from the TRIBUNAL about support teams to identify areas for continuous improvement in support processes; • Coordinate audits of remote service records; • Apply statistical processing to the data involved in the support process, presenting monthly charts and reports containing means, standard deviation, trends, correlations, stratifications and decompositions, simulations, projections, and other analyses requested by the TRIBUNAL; • Define metrics and, based on them, measure individual and team performance with the objective of promoting continuous service improvement;

🎯 Requirements

• At least one of the following completed (degree/certificate): • Bachelor's degree; • Postgraduate (Lato Sensu or Stricto Sensu) in one of the following areas: Computer Science, Information Science, Methods Engineering, Process Engineering, Business Analysis, Production Engineering, Statistics, Operations Management, Information Management, Quality Management, Process Improvement Management, Business Process Management, ICT Governance, Process Innovation, Information Systems, Information Technology, Data Processing Technology or other related fields (subject to evaluation and approval by the TRIBUNAL); • ITIL Fundamentals with a minimum of 10 hours of instruction; • LGPD training with emphasis on the public sector with a minimum of 15 hours of instruction; • Proven experience of at least 3 years in the ICT/IT field, including a minimum of 1 year in at least one of the following areas: • Monitoring and evaluation of tickets/incidents; • Audits and quality analysis of tickets/incidents; • Monitoring of customer service quality KPIs; • Monitoring of service performance (NMS, average response time, rework rate, etc.);

🏖️ Benefits

• Commuter allowance – assistance for daily travel between home and the workplace. • Meal/Food Allowance – monthly credit to cover meals or purchases at accredited establishments. • Medical and Dental Assistance – health and dental plans with broad coverage, ensuring quality care. • Life Insurance – financial protection for the employee and their family. • Training and Development – continuous training for professional growth. • Partnership: Sesc.