Tecnico de DWDM

We are looking for a Senior Service Desk Analyst who wants to learn and transform their career. Requirements:Required Minimum 3 years of experience in Service Desk Operations Strong experience with Incident Management Knowledge of ITIL/ITSM frameworks and processes Experience managing and handling Tickets/Service Requests Experience creating, maintaining, and using Knowledge Base (KB) articles Advanced or Fluent English Must be located within a maximum commuting distance of approximately 1 hour from Londrina, PR Nice to Have Experience with KPI (Key Performance Indicators) monitoring and reporting Experience working with SLA management and compliance Experience with Backlog Management Experience with Quality Audits/Quality Assurance Processes Experience supporting and guiding Junior and Mid-level Service Desk Analysts Experience leading or coordinating Service Desk operations Living in Londrina, PR Key Responsibilities:Provide advanced Service Desk support by handling complex and high-priority incidents, requests, and escalations Act as a senior point of contact for troubleshooting and issue resolution Manage and monitor incident queues, ensuring timely resolution and compliance with service levels Support backlog management activities and drive continuous service improvement initiatives Contribute to Knowledge Base creation, maintenance, and optimization Monitor operational performance through KPIs and SLA tracking Provide guidance and technical support to Trainee, Junior, and Mid-level Analysts Collaborate with internal teams to ensure efficient incident resolution and customer satisfaction Follow ITIL best practices and ITSM processes to maintain operational excellence Assist in process improvements and operational governance activities What do we offer?Health Insurance Dental Plan Life Insurance Meal/Food Voucher Childcare Assistance Total Pass Cares-free 0800 that provides psychological assistance (24 hrs/day), legal, social, and financial assistance to associates Partnership with SESC Reimbursement of Certifications Free Learning Portal-Online courses and live training International Experience Opportunity Discount Partnership with Universities and Language Schools Bring Your Buddy-By referring people, you become eligible to receive a bonus for each hire Gems-Recognition for Performance Xcelerate-Free Mentoring Career Platform Tipo de contrato CLT (Efetivo).

Formação Acadêmica:

Não informado

Salário:

A combinar

Cargo:

Estágio técnico em administração empresas

Empresa:

We service

Suporte técnico, manutenção e outros serviços em tecnologia da informação

Ramo:

Telecomunicação