Service Desk Analyst

As a Service Desk Analyst at dLocal, you'll be responsible for providing first-level support for a variety of technical issues related to hardware, software, and networks. You'll handle incoming requests from users via email, chat, or instant messages, ensuring swift resolution or escalation as needed. Your role also includes identifying possible improvements in procedures and collaborating with other departments to enhance user experience.

To qualify for the Service Desk Analyst role at dLocal, candidates should have a technical education related to IT management or support, with prior experience in customer service or technical support being essential. A solid understanding of computer systems, mobile devices, and networking, alongside excellent communication skills and fluency in English, will make you a strong candidate.

A Service Desk Analyst at dLocal should be comfortable working with various operating systems, including Windows, Linux, and MacOS. Familiarity with system administration tools, as well as experience with ticket management platforms, will also be beneficial as you help manage and prioritize user requests efficiently.

dLocal offers a flexible, remote-first work environment for Service Desk Analysts, allowing you to work from anywhere or choose an office location that suits you. You'll join a dynamic team of over 1200 professionals from more than 50 nationalities, fostering a diverse and collaborative workplace culture where creativity is encouraged.

At dLocal, Service Desk Analysts have access to continuous learning and development opportunities, including a Premium Coursera subscription and language classes. The company encourages internal mobility, so you can explore different career paths within the organization as you grow your skills and experience.

When prioritizing technical requests, consider the urgency and impact of the issue on the user's work. Communicate effectively with users to understand their needs, and use a ticket management system to categorize and track tasks according to established SLAs.

In response to this question, recount a specific instance where you faced a challenging technical problem. Detail your troubleshooting process, how you collaborated with other teams if necessary, and the ultimate resolution, emphasizing communication skills and technical knowledge.

To communicate technical information to non-technical users, I employ simple language and avoid jargon. I would provide step-by-step instructions and use analogies or examples to illustrate complex concepts, ensuring the user understands the solution.

Discuss your experience using specific ticket management systems, detailing how you used these tools to track and prioritize support requests, maintain SLAs, and improve response times, ultimately enhancing user satisfaction.

Briefly explain your strategies to manage stress, such as staying organized, taking breaks when needed, and using time management techniques. Emphasize your ability to remain cool-headed and focused when dealing with multiple requests simultaneously.

Describe your commitment to continuous learning through online courses, attending workshops, participating in webinars, and gaining certifications. Highlight your proactive approach, such as staying updated on industry trends and engaging with professional networks.

Share your hands-on experience with supporting various operating systems like Windows, Linux, and MacOS. Provide specific examples of common issues you’ve resolved and how you adapted your support approach based on the system in use.

Explain how you use metrics such as ticket resolution time, user satisfaction ratings, and feedback as indicators of your effectiveness in a support role. Discuss the importance of continuously analyzing these metrics to identify areas for improvement.

Focus on empathy and active listening as key skills in providing a positive user experience. Discuss your commitment to explaining each step clearly, setting realistic expectations, and following up to ensure their concerns were thoroughly addressed.

In such cases, I would admit my uncertainty and reassure the user that I’ll find the right answer. I would then research the issue, consult with colleagues, or escalate it as needed, emphasizing that user rapport remains a priority even when challenges arise.