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Customer Service Analyst Senior (Desktop Support Analyst) Citrix - W365

Location

Brazil

Posted

113 days ago

Salary

0

Seniority

Senior

No structured requirement data.

Job Description

Customer Service Analyst Senior (Desktop Support Analyst) Citrix - W365

Time de Recrutamento

Role Description Atuar como Customer Service Analyst com foco em suporte a usuários finais em ambientes corporativos, garantindo a continuidade e performance de ambientes virtualizados baseados em Citrix e Windows 365 (W365). O profissional será responsável por atender, diagnosticar e resolver incidentes técnicos, assegurando a melhor experiência do usuário, cumprimento de SLAs e aderência às práticas de segurança e compliance. - Prestar suporte de nível 1 e 2 para usuários finais em ambientes Windows 365 e Citrix (virtual apps e desktops). - Realizar onboarding de usuários, provisionamento de acessos e entrega de aplicações. - Troubleshooting de problemas relacionados a login, sessões, latência, perfis de usuário e conectividade. - Atuar na resolução de incidentes envolvendo impressão, upgrades de cliente e acesso ao workspace. - Classificar, registrar e documentar chamados em ferramentas de ITSM, garantindo rastreabilidade. - Escalar incidentes quando necessário, assegurando handoff claro e cumprimento de SLA. - Colaborar com times de Infraestrutura, Redes e Aplicações na identificação de causa raiz. - Apoiar janelas de manutenção e comunicação com usuários. - Criar, manter e evoluir documentações técnicas (SOPs e base de conhecimento). - Contribuir com indicadores de Service Desk (FCR, CSAT, tempo de resolução, etc.). - Promover boas práticas de segurança, acesso seguro e higiene de endpoints. Qualifications - Experiência de 3 a 5 anos (Pleno) com suporte a usuários finais (L1/L2). - Experiência com ambientes Windows 365 (W365). - Experiência com Citrix (Virtual Apps e Desktops). - Conhecimento em: - Provisionamento de usuários e gestão de acessos. - Gerenciamento de perfis de usuário. - Troubleshooting de sessões e problemas de latência. - Conceitos básicos de redes (DNS, VPN, conectividade). - Experiência com ferramentas de ITSM (ex: ServiceNow, Jira ou similares). - Vivência com controle de SLAs e gestão de chamados. - Inglês fluente (obrigatório) – comunicação verbal e escrita. - Forte orientação ao cliente, com excelente comunicação e empatia. - Capacidade de seguir e melhorar procedimentos (SOPs). - Atenção a segurança da informação e compliance. Requirements - Experiência em ambientes de serviços financeiros ou grandes empresas (enterprise). - Conhecimento em métricas de Service Desk (FCR, CSAT). - Experiência com melhoria contínua de processos e documentação. Benefits - Cartão ECXPAY no valor de R$ 500,00/Mês; - Acesso a Wellhub; - Convênio Zenklub - Psicólogo / Nutricionista / Coaching/ Terapia; - 22 dias de descanso remunerado, após 12 meses; - Parceria com curso de línguas "Time Load"; - Parceria com Clínica Bridges.

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