Service Desk Intermediate Analyst

Lenovo • Indaiatuba, State of São Paulo • Posted June 30, 2026

Position Overview

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