Service Desk Analyst
Infios
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Tech Stack
About the role
- Provide frontline support via phone and ticketing systems to resolve software-related issues
- Gather key details to assess and triage cases to the appropriate internal teams
- Maintain accurate, detailed documentation within the ticketing system
- Ensure timely responses and resolutions in line with defined SLAs
- Collaborate with internal teams, vendors, and partners to drive case resolution
- Use empathy, active listening, and emotional intelligence to ensure excellent customer experiences.
Requirements
- Excellent verbal and written communication in English
- Experience or industry knowledge in supply chain software such as warehouse management solutions or order/inventory management solutions
- Experience in database (SQL/Oracle) queries and stored procedures
- Experience with operating systems and RF hardware
- Experience with labeling software (e.g., Bartender) and voice solutions such as Honeywell is a plus
- Familiarity with ServiceNow or other industry-standard ticketing systems is preferred.
Benefits
- Exceptional support for global customers
- Inclusive and welcoming environment
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLOracledatabase queriesstored proceduresRF hardwarelabeling softwareBartendervoice solutionsServiceNowticketing systems
Soft skills
verbal communicationwritten communicationempathyactive listeningemotional intelligencecollaborationcustomer experience