Service Desk Analyst - BR

The role

Zoocha is seeking a Service Desk Analyst to join our Brazil-based team and play a key role in delivering high-quality operational services to our customers. This position is ideal for someone with strong coordination and customer service skills, and a hands-on, proactive approach to problem-solving

Why we are hiring

This role supports our operational capabilities in Brazil, helping us better serve clients globally and maintain high service standards. 

About Zoocha

Founded in 2009, Zoocha is a leading Drupal specialist digital agency based in the UK, with offices in Spain and Brazil. Over 80 passionate thinkers, makers, and doers working across a range of disciplines including UX, strategy, design, development, hosting, project management, and support.

We’re a friendly, lively, and fast-paced place to work, with regular team nights out and a wide range of social events on offer across our three offices – and we’re a certified Great Place to Work, too.

We’re certified in ISO 27001, ISO 27701, Cyber Essentials, Cyber Essentials Plus, ICO, ISO 9001, ISO 22301, FSQS, NHS DSPT, JOSCAR, Fair payment Code, ISO 14001 and are Carbon Neutral Britain certified. Our commitment to environmental sustainability sits at the heart of Zoocha’s products and business processes.

Our work and clients

We build long-lasting, collaborative relationships with clients and push them, ourselves, and the world around us forward through the work we do together.

With over 50 Drupal clients, our work is varied, but we have a focus on the not-for-profit, government, education, and travel sectors. Current clients include:

• University College London
• University of Portsmouth
• Alzheimer’s Society
• Oxfam
• Professional Darts Corporation (PDC)
• Topdeck Travel
• Visit Britain
• Visit Valencia
• Royal Borough of Kensington and Chelsea
• Guy’s and St Thomas NHS Foundation Trust
• United Nations
• Ofsted

The Role

• Deliver operational service to clients
• Lead daily service desk ceremonies
• Manage incidents, prioritising critical and SLA-breaching issues
• Escalate issues clearly and promptly
• Update service documentation
• Contribute to improving service delivery processes

Mandatory requirements:

• This role can be hybrid or fully remote, but candidates must be based in Brazil.
• Fluency in English, both written and spoken, is essential.
• CV uploaded with your submission
• No recruiters please - your application will be disregarded.

What we’re looking for from you:

• Strong problem-solving and analytical skills
• Excellent communication and collaboration abilities
• Customer service mindset
• Ability to manage multiple tasks under pressure
• Self-starter with a proactive attitude

Nice-to-have experience:

• Background in digital or IT sectors
• Experience coordinating teams and setting priorities

Why work at Zoocha?

• Flexible working plus the ability to work from any of our offices (UK, Spain, Brazil) for periods of time
• Unlimited training budget
• An inclusive workplace with active advocacy networks for women, LGBTQI employees and people from ethnic minorities
• Regular team socials and all-inclusive monthly social events