SONDA

Administrative Assistant

SONDA

full-time

Posted on:

Location Type: Office

Location: São Luis • Brazil

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Tech Stack

ITSM

About the role

  • Manage tickets (incidents/priority): consult, assign, update, control, prioritize, categorize, dispatch, update status, close and put on hold tickets in the ITSM tool.
  • Analyze technical availability for all tickets; contact SONDA technicians or third parties to perform interventions, ensuring SLA compliance and minimizing costs.
  • Monitor the entire ticket lifecycle with technical teams; escalate to management in case of any potential impact on service delivery.
  • Request quotes for ad-hoc services; submit them for client and management approval; update budget controls; approve quotes; create tickets for ad-hoc service management and assign them to the service team.
  • Request and guide the correct completion of service reports (record information clearly and comprehensively) and report any filling errors.
  • Control and monitor the backlog.
  • Support the development of the operations dashboard, monitoring KPIs.
  • Act as a facilitator for all ticket-related issues, interacting with the team, other departments and clients.

Requirements

  • Currently pursuing or have completed a university degree.
Benefits
  • Flexible work arrangements that promote work-life balance.
  • Professional development and continuous growth of your skills, aligned with your interests.
  • A collaborative, diverse and innovative environment that encourages teamwork.
  • SONDA Academy: a learning platform designed to maximize your professional development.
  • Hybrid work.
  • SONDA Wellness: a program aimed at supporting your personal and professional balance, promoting initiatives focused on your physical, mental and social well-being.
  • Diversity
  • Inclusion = Innovation and collaboration
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
consultingprioritizationcategorizationcommunicationfacilitationreportingbudget controlmonitoringanalysisescalation