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Mars

Global confectionery, food, and petcare company

Service Desk Analyst

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeBrazilNo salary listedIn-person

About the Job

Requirements

  • Prior experience in IT technical support, Service Desk, Service Center, or handling technology incidents and requests.
  • Demonstrated ability to diagnose and resolve technical problems through troubleshooting, with a focus on speed, quality, and user satisfaction.
  • Strong customer-experience orientation, empathetic communication, and ability to explain technical terms clearly.
  • Intermediate-to-advanced English proficiency for interaction and support with teams and leaders in a global environment.
  • A completed or in-progress higher-education degree, preferably in Information Technology or a related area, or equivalent professional experience.

Responsibilities

  • Provide excellent, empathetic omnichannel IT support, rapidly resolving incidents and requests within established service-level agreements.
  • Perform end-to-end technical analysis and troubleshooting for operationally complex tickets, investigate root causes, and prevent recurrence.
  • Proactively inform users about the progress and status of their requests, ensuring a welcoming and transparent experience.
  • Collaborate with multidisciplinary teams and global second- and third-level support teams to route and rapidly resolve critical problems.
  • Serve as a technical reference and focal point for specific team areas, share best practices, support the development of new team members, and drive continuous operational improvement.
  • Participate as a technical resource in corporate digital modernization, automation, and implementation initiatives for new workplace technology tools.

Desired Qualifications

  • Practical knowledge or foundational understanding of ITIL best practices.
  • Familiarity with modern IT service management tools such as ServiceNow or similar platforms, corporate collaboration platforms, or artificial intelligence and chatbot solutions.
  • Spanish proficiency for communication and collaboration with Latin American teams.

About the Company

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Mars

Global confectionery, food, and petcare company

Mars makes confectionery, food, and petcare products and also operates pet health services through networks like Banfield, VCA, BluePearl, and Royal Canin. Its products are marketed under familiar brands such as M&M’s, Snickers, Milky Way, Skittles, Dove, Orbit, Pedigree, Royal Canin, Whiskas, and Cocoavia, sold globally to consumers and pet owners. The company differs from competitors by combining a broad, diversified portfolio with a global, family-owned structure guided by the Mars Principles (Quality, Responsibility, Mutuality, Efficiency, Freedom), which drives its operations and partnerships. Mars aims to help communities prosper and to grow its business while improving social and environmental outcomes, using its scale to support responsible practices across the world.

Company size
10,001+
Company stage
Debt Financing
Total funding
$27B
Headquarters
McLean, VA
Founded
1911

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