Role Description Infraestructure Analyst Who We Are Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you'll create a boundless impact that transforms your career—and the lives of people across the world. Visit us at UST.com. LOCATION: SAO PAULO - Hybrid role Key Responsibilities: End-User Support Provide end-user-facing support for hardware and software issues within computer systems, including MACs and Windows devices (desktops, laptops, printers, and mobile phones/apps). Respond to end-user product-related questions for all supported hardware, software, and applications as defined by the client. Technical Expertise Perform configuration, installation, and troubleshooting for desktops (MAC and PC), laptops, printers, and mobile applications. Analyze problems to identify root causes and provide corrective actions. Recommend solutions for client application and account-related issues. Service Management & Tools Work on the ServiceNow ticketing tool, updating incidents with detailed notes (e.g., troubleshooting steps). Add Knowledge Base articles where applicable, in line with ITIL practices in real time. Update ServiceNow CMDB and MDM with asset details for end users in real time with no errors. Service Level Performance Maintain or exceed established service levels: Deskside MTTR targets: 95% Depot & New Hire MTTR: 99% CSAT: 4.85/5 Asset & Inventory Management Conduct weekly audits of all assets at the client site. Ensure AirWatch and ServiceNow are updated with correct asset details in real time and maintained at 100% accuracy. Update site information on ServiceNow for Loaner/Emergency stock held either at home or in the office. Inform the line manager of any device loss with detailed information and evidence if available. Stakeholder Coordination Liaise with respective teams to take corrective measures for issues. Liaise with location POCs for entry to client offices, following all safety protocols. Coordinate with suppliers and internal teams for asset availability and delivery. New Hire & Contractor Support Support setup of new hires and agency temps (monthly or ad hoc), including: Ensuring tasks are generated by the Hiring Manager Following up to ensure task creation if missing Verifying asset stock availability and dispatch Checking with Pro Unlimited on agency temp status and asset orders Providing loaner assets if required Coordinating delivery of assets with relevant teams Following up on PO numbers and delivery status Contacting new hires to confirm delivery address if needed Providing Day 1 support through ITO and aftercare support Support and setup of intern machines following the same practices. Site & Documentation Management Conduct on-demand audits of the client site. Support region-specific Slack channels and direct communication from end users. Update client site ITCS SharePoint documentation, including any site-specific support. Organize the Tech Café at the client site to ensure accountability of all resources. Work Style & Collaboration Be flexible to multitask and handle changing priorities. Demonstrate willingness to learn new skills and work outside of the comfort zone. Manage individual tasks requiring cross-department communication and collaboration. Maintain a positive team-oriented mindset with strong communication and self-directed work style. Work Schedule Work week: Monday to Friday (excluding client-specified public holidays and weekends) Working hours: 9:00 AM – 5:00 PM (local time), including a total of 1 hour break