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, youll 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 SupportProvide 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 ExpertisePerform 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 & ToolsWork 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 PerformanceMaintain or exceed established service levels: Deskside MTTR targets: 95%Depot & New Hire MTTR: 99%CSAT: 4. ●85/5Asset & Inventory ManagementConduct 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 CoordinationLiaise 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 SupportSupport setup of new hires and agency temps (monthly or ad hoc), including: Ensuring tasks are generated by the Hiring ManagerFollowing up to ensure task creation if missingVerifying asset stock availability and dispatchChecking with Pro Unlimited on agency temp status and asset ordersProviding loaner assets if requiredCoordinating delivery of assets with relevant teamsFollowing up on PO numbers and delivery statusContacting new hires to confirm delivery address if neededProviding Day 1 support through ITO and aftercare supportSupport and setup of intern machines following the same practices. ●Site & Documentation ManagementConduct 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 & CollaborationBe 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 ScheduleWork 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.