Infraestructure Analyst

Infraestructure Analyst - Detalhes da Vaga. ● We walk alongside our clients and partners, embedding innovation and agility into everything they do. ● We help them create transformative experiences and human-centered solutions for a better world. ●UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. ● Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. ●With us, you''ll create a boundless impact that transforms your careerand the lives of people across the world. ●Visit us at UST. ●Com. ●LOCATION: SAO PAULO - Hybrid roleKey Responsibilities:End-User Support- Provide end-user-facing support for hardware and software issues within computer systems, including MACs and Windows devices (desktops, laptops, printers, and mobile phones/apps). ●- Respond to end-user product-related questions for all supported hardware, software, and applications as defined by the client. ●Technical Expertise- Perform configuration, installation, and troubleshooting for desktops (MAC and PC), laptops, printers, and mobile applications. ●- Analyze problems to identify root causes and provide corrective actions. ●- Recommend solutions for client application and account-related issues. ●Service Management & Tools- Work on the ServiceNow ticketing tool, updating incidents with detailed notes (e. ●G. ●, troubleshooting steps). ●- Add Knowledge Base articles where applicable, in line with ITIL practices in real time. ●- Update ServiceNow CMDB and MDM with asset details for end users in real time with no errors. ●Service Level Performance- Maintain or exceed established service levels:- Deskside MTTR targets: 95%- Depot & New Hire MTTR: 99%- CSAT: 4. ●85/5Asset & Inventory Management- Conduct weekly audits of all assets at the client site. ●- Ensure AirWatch and ServiceNow are updated with correct asset details in real time and maintained at 100% accuracy. ●- Update site information on ServiceNow for Loaner/Emergency stock held either at home or in the office. ●- Inform the line manager of any device loss with detailed information and evidence if available. ●Stakeholder Coordination- Liaise with respective teams to take corrective measures for issues. ●- Liaise with location POCs for entry to client offices, following all safety protocols. ●- Coordinate with suppliers and internal teams for asset availability and delivery. ●New Hire & Contractor Support- Support setup of new hires and agency temps (monthly or ad hoc), including:- Ensuring tasks are generated by the Hiring Manager- Following up to ensure task creation if missing- Verifying asset stock availability and dispatch- Checking with Pro Unlimited on agency temp status and asset orders- Providing loaner assets if required- Coordinating delivery of assets with relevant teams- Following up on PO numbers and delivery status- Contacting new hires to confirm delivery address if needed- Providing Day 1 support through ITO and aftercare support- Support and setup of intern machines following the same practices. ●Site & Documentation Management- Conduct on-demand audits of the client site. ●- Support region-specific Slack channels and direct communication from end users. ●- Update client site ITCS SharePoint documentation, including any site-specific support. ●- Organize the Tech Café at the client site to ensure accountability of all resources. ●Work Style & Collaboration- Be flexible to multitask and handle changing priorities. ●- Demonstrate willingness to learn new skills and work outside of the comfort zone. ●- Manage individual tasks requiring cross-department communication and collaboration. ●- Maintain a positive team-oriented mindset with strong communication and self-directed work style. ●Work Schedule- Work week: Monday to Friday (excluding client-specified public holidays and weekends)- Working hours: 9:00 AM 5:00 PM (local time), including a total of 1 hour break. Requisitos para participar do processo. ● . O que oferecemos.