Senior Service Desk Analyst

Wallstreetdocs Ltd • Foz do Iguaçu, TX

12d • Hybrid

About The Position

WSD is a global financial technology company supporting leading financial institutions. We are looking for an experienced, customer-focused Service Support Analyst to join our global Service Desk. This role combines hands-on technical investigation, incident ownership, client communication, mentoring and continuous improvement. You will work across teams and regions to move issues forward and deliver a consistently high standard of service.

Requirements

• Professional fluency in English, written and spoken, is mandatory.
• Strong experience in application support, technical support, Service Desk or service operations within a software or SaaS environment.
• A customer-first mindset with strong stakeholder communication and experience handling escalations.
• Technical curiosity and proven ability to investigate complex issues rather than simply pass them on.
• Strong ownership, sound judgement and the drive to follow work through to resolution.
• A highly organised and adaptable approach, with confidence managing changing priorities in a fast-paced environment.
• Experience mentoring or supporting less-experienced colleagues.

Nice To Haves

• Experience in fintech, capital markets, structured products or supporting financial-services clients.
• Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL or similar troubleshooting tools.
• Experience with Jira Service Management or another ITSM platform, plus knowledge of ITIL practices.
• German language skills.

Responsibilities

• Own customer incidents, service requests and escalations from initial investigation through to a clear outcome.
• Troubleshoot application and integration issues using structured analysis of APIs, logs, data and system behaviour.
• Communicate clearly and confidently with customers, keeping them informed throughout the support journey.
• Work closely with Product, Engineering and Operations to resolve complex issues and improve the customer experience.
• Support incident coordination, ensuring the right people are involved and actions remain focused.
• Mentor colleagues, share knowledge and help strengthen ticket quality, troubleshooting and team standards.
• Identify recurring issues and contribute to practical improvements in processes, documentation and tooling.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed