Senior Customer Service Analyst – Desktop Support Analyst, Citrix, Windows 365 (W365)
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Job Description
Customer Service Analyst responsible for user support and troubleshooting in Citrix and Windows 365 environments. Ensure compliance and performance in corporate virtualized environments.
Responsibilities:
- Serve as a Customer Service Analyst focused on end-user support in corporate environments, ensuring continuity and performance of virtualized environments based on Citrix and Windows 365 (W365).
- Provide Level 1 and Level 2 support to end users in Windows 365 and Citrix environments (Virtual Apps and Desktops).
- Perform user onboarding, access provisioning, and application delivery.
- Troubleshoot issues related to login, sessions, latency, user profiles, and connectivity.
- Resolve incidents involving printing, client upgrades, and workspace access.
- Triage, log, and document tickets in ITSM tools, ensuring traceability.
- Escalate incidents when necessary, ensuring clear handoffs and SLA compliance.
- Collaborate with Infrastructure, Network, and Applications teams to identify root causes.
- Support maintenance windows and user communications.
- Create, maintain, and improve technical documentation (SOPs and knowledge base).
- Contribute to Service Desk metrics (FCR, CSAT, resolution time, etc.).
- Promote security best practices, secure access, and endpoint hygiene.
Requirements:
- 3 to 5 years of experience (Mid-level) providing end-user support (L1/L2).
- Experience with Windows 365 (W365) environments.
- Experience with Citrix (Virtual Apps and Desktops).
- Knowledge of user provisioning and access management.
- Experience managing user profiles.
- Troubleshooting experience with sessions and latency issues.
- Basic networking concepts (DNS, VPN, connectivity).
- Experience with ITSM tools (e.g., ServiceNow, Jira, or similar).
- Experience managing SLAs and ticket workflows.
- Fluent English (required) – verbal and written communication.
- Strong customer orientation with excellent communication skills and empathy.
- Ability to follow and improve procedures (SOPs).
- Attention to information security and compliance.
Benefits:
- ECXPAY card valued at R$500/month
- Access to Wellhub
- Zenklub partnership – psychologist / nutritionist / coaching / therapy
- 22 days of paid leave after 12 months
- Partnership with language course provider "Time Load"
- Partnership with Bridges Clinic
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