Service Desk Analyst

Job Description:

Service Desk Analyst - Your new challenge at Mars?

Reporting to our IT Service Operations Manager for the Americas region, working within our Mars Global Services division, this Service Desk Analyst will be responsible for resolving reported incidents or requests in a timely manner, ensuring customers are always up to date with the status of their reported issues or requests. You will also keep customers informed of the status of their case handling; use service-oriented, not only technology-oriented approach while working with other Mars Service Desk (MSD) and Mars Support teams to manage and resolve incidents and also to drive improvements or increase of MSD scope.

This is a Hybrid position, located in Guararema, São Paulo.

In this exciting job you'll work on...

• Incident Resolution & Service Delivery: Provide responsive, omnichannel IT support (calls and digital) to efficiently resolve user incidents and requests, maintaining high availability during peak hours and consistently meeting operational SLAs.
  

• Exceptional Customer Experience: Champion a service-oriented approach by keeping users proactively informed and demonstrating strong customer focus and empathy, especially when translating complex technical issues to end-users.
  

• Cross-Functional Collaboration: Partner seamlessly with other internal teams and tiers to troubleshoot and resolve complex tickets, fostering a highly collaborative and supportive culture within IT Operations.
  

• Team Leadership & Specialized Roles: Assume specific responsibilities and act as a subject matter expert within the team—such as Tech Lead, Segment Lead, or Champion—to drive best practices and support peer development.
  

• Strategic Project Contribution: Act as a key technical resource for ongoing corporate IT projects, contributing to broader business initiatives and system improvements alongside daily operational duties.

You?

• Complete Bachelor’s degree, IT field is a plus.

• 1+ years of experience working in a Service Desk role or in a Service Center is required.

• Experience working in a team delivering IT operations/service is required.

• Advanced English (both spoken and written), will be tested during the process.

What Can You Expect From Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• A strong focus on learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.

#LI-Hybrid