Analista de Infraestrutura

Ï Collect, analyze, and interpret data related to workplace services to understand employee needs, trends and identify areas for improvement
Ï Document, track, and monitor all workplace services service desk requests to ensure timely and accurate resolution in line within service level agreements (SLAs)
Ï Monitor key performance indicators (KPIs) related to service initial response times and overall workplace satisfaction
Ï Create reports to communicate data insights
Ï Collaborate with the Workplace Services team to implement improvements based on data insights and feedback
Ï Develop and maintain a knowledge base of documents for Workplace Services teams and employees Ï Serve as a point of contact for the Service Desk Agent when escalated employee concerns, ensuring quick resolution
Ï Participate in cross-functional projects to promote a seamless workplace experience
Ï Assist with onboarding and offboarding processes from Workplace Services teams
Ï Collaborate with the Workplace Services and IT teams to troubleshoot issues and implement improvements Ï Customer service skills
Ï Strong ability with Slack and Salesforce Service Cloud and Corrigo
Ï Strong analytical skills with the ability to gather, interpret, and present data to diverse audiences
Ï Excellent oral and written communication skills
Ï English mandatory, Spanish and Portuguese preferred