Service Desk Intermediate Analyst

Lenovo · Indaiatuba, State of São Paulo, Brazil

Location

Indaiatuba

Job Type

Full-time

Posted

June 19, 2026

Job Description

Description and Requirements

Role Overview
The Service Desk Analyst – Level acts as the first level of escalation for end-user IT issues. This role owns the resolution of tickets escalated from Level 1 analysts, combining technical expertise with strong customer service skills to manage incidents and service requests through to completion.
Key Responsibilities
Monitor escalation queues and ensure timely response in line with SLAs
Diagnose and resolve user issues via phone, email, chat, and ITSM systems
Guide users through troubleshooting steps using analytical and communication skills
Leverage knowledge bases and prior experience to identify solutions
Update and manage incidents and service requests within ITSM tools
Escalate complex issues following established processes and assign to appropriate resolver teams
    

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