Service Desk Analyst

Job Title: Service Desk Agent - German + English

Work Shift: 8hours work, Mon-Fri between 2AM to 2PM BRT

Training: Mon-Fri 6AM to 2:30PM BRT

Location: Brazil (Remote from Brazil)

·Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc.

·Plan, control and monitor the activities of the team to ensure that their performance is optimized and targets and standards are adhered to

·Monitor performance targets to ensure adherence and review and measure targets

·Produce statistics and management reports

·Represent the service desk at meetings

·Take responsibility for staff training and business awareness

·Communicate with and form relationships with senior management

·Play an active role in the Service Desk related change management process

·Assist Analysts & the first line team when call volumes peak or when additional expertise is required

·Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring

·Play a proactive role in defining targets and service levels as per the SOW and business requirements

·Identify potential areas for improvement

Thank you.