Level 1 Support Analyst (Service Desk), São Paulo

Overview of the role:

We are looking for a Level 1 Support Analyst (Service Desk) to act as the first line of support for internal users, ensuring fast, efficient, and high-quality assistance with a strong focus on employee experience. This role is essential to maintaining business continuity and supporting daily operations in a dynamic corporate environment.

This is an onsite position.

What you’ll do:

• Provide first-level technical support through ITSM tools, Slack, email, and other support channels
• Receive, classify, prioritize, and resolve incidents and service requests according to SLA
• Troubleshoot and resolve L1 issues related to end-user devices and workplace tools
• Provide support for MacOS workstations (setup, troubleshooting, and user assistance)
• Support corporate tools such as Google Workspace and Slack
• Assist with access and permission requests in GitHub
• Escalate unresol...