Service Desk Analyst

OVERVIEW:

The Service Desk Analyst offers the first point of contact during the incident resolution process. Analysts work with engineers and vendors to solve the incidents.

This role is accountable for gathering information through a client conversation, logging on to support tools, and additional support staff (service resources) if needed.

This role also prepares user procedures, training manuals, and FAQ materials for easy-to-use end-user guidance.

REQUIREMENTS:

• Minimum Education: Bachelor’s Degree or equivalent in Information Technology
• Industry experience: 2–4 years of hands-on experience with MS Cloud Services.
• Domain: Technical English; Dell and Mac devices; O365 services; MS MDM; product integration; documentation practices.
• Expected: English fluency, ability to work with international teams; strong knowledge of Microsoft core technologies and services.
• Certifications (Preferred): Microsoft 365 Certified: Fundamentals (MS-900); Microsoft Certified: Azure Fundamentals (AZ-900).

….. If you reached this point, we hope you're feeling excited about the job description. We're eager to meet people that believe in Quartile's mission and can contribute to our team in a variety of ways. Feel welcome to apply!

WHAT YOU’LL DO:

• Work at L1 level handling day-to-day issues, device/user compliance (via MS Endpoint), antivirus/antimalware maintenance.
• Support end users on O365, Teams, Zoom, Slack, and other 3rd-party services.
• Assist with device peripherals: USB blocking, disk encryption, MFA, O365 groups, MS Authenticator, Outlook, LastPass.
• Follow RCA methodology, documenting issues and underlying workflows and processes.
• Take ownership of incidents with urgency and sound judgment to meet service levels.
• Collaborate with engineers and escalate cases per defined processes.
• Multi-task effectively across teams and coordinate with global colleagues.
• Prior experience working at a Managed Services/IT Services company is preferred, and a background in dealing with global and remote teams will be a strong plus.
• Given the 24/7 nature of Quartile operations, this person will be required to work after hours and on weekends when necessary and provide on-call support for related system issues on a rotating basis with other team members.
• Programming: PowerShell, CLI, Bash, JSON.
• Tools: MS Endpoint Manager, O365, Zoom, Teams, Slack, JIRA, Confluence, LastPass, Azure Portal.

This is a PJ contract based out in Brazil.