On behalf of our client in Piracicaba, Progression3 is in search of an IT Support Analyst for a permanent role. As a Service Desk Analyst, your Key Responsabilities include: - Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies - Provide initial Service Desk support to end users on a variety of issues. - Responsible to monitor all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate - Assign requests or incidents to appropriate queues for follow up with the employee - Handle problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error - Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how to” procedures and knowledgebase articles TECHNICAL SKILLS Required - Basic server understanding; folder and access permissions and active directory navigation and management. - 3 Years of working experience in service desk end user support - Experience with Incident Management, Problem Management, Knowledge Management - Ability to clearly communicate technical concepts to non-technical people - Excellent customer service skills - Technical knowledge in computer hardware and software configuration - Ability to multi-task in a fast-paced environment - Must have a working knowledge of Windows 10, MS Office 365 - MS Teams, OneDrive etc - Experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc.) Job Types: Full-time, Permanent Salary: R$5,500.00 - R$9,500.00 per month Experience: - service desk end user support (preferred) Work Location: In person