Service Desk Analyst

About the Role Providing professional second-level technical support for customer-reported issues. - Diagnose fault-related cases using software diagnostics and network/product utility programs. - Provide timely updates to customers to meet performance objectives. - Allocate cases to the appropriate next step within the case flow process. - Perform technical escalations following company procedures. - Monitor systems, customer networks, and products; respond to alerts and events as needed. - Liaise with relevant entities such as other Operations, PTT, IOC, and Vendors to resolve issues. - Document troubleshooting steps and case management actions in the electronic system. - Undertake other tasks as assigned. Other: Shift work may be required. About You Excellent customer service skills are required. - Relevant technical or customer support experience in the telecommunications industry. - Strong interpersonal and communication skills. - Good time management and organizational skills. - Ability to work under pressure and handle multiple tasks. - Team-oriented approach to problem-solving. - Ability to follow predefined processes diligently. - Ability to build relationships with peers and management, both with clients and within the company. - Proactive, self-motivated, and determined attitude. - Good IT skills and application knowledge. - Strong problem-solving skills. - Tenacity and flexibility with working hours. - Fluency in Portuguese (mandatory). - Proficiency in English; Spanish language skills may be advantageous. Department Global Delivery & Operations Orange Business is a network and digital integrator that understands the entire value chain of the digital world, enabling our customers to focus on strategic initiatives. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment filled with opportunities for skill development and growth. J-18808-Ljbffr

Location: Petrópolis, Rio de Janeiro, BR

Posted Date: 7/3/2025