Analyst

• Provide first-level support to internal customers by logging, tracking, and resolving tickets according to defined procedures.
• Perform initial triage and analysis of incidents and requests related to operational systems, ensuring accurate understanding of the issue.
• Provide functional support to users, advising on proper system use and operational best practices.
• Record information clearly, concisely, and completely in ticketing systems (ServiceNow and Movidesk), ensuring traceability and an accurate history.
• Monitor SLAs and response deadlines, ensuring timely follow-up to customers within agreed times.
• Escalate issues to higher support levels when necessary, maintaining clear, organized, and proactive communication with involved teams.
• Assist with simple testing, validation, and approval of fixes, system adjustments, or improvements.
• Work collaboratively with the support team and other departments, contributing to continuous improvement of support and service processes.
• Prepare and monitor support metrics reports, analyzing ticket volumes, response and resolution times, SLA compliance, and key areas of concern to support management decision-making and identify improvement opportunities.

KMM

Support Analyst – Mid-level