Senior Service Desk Analyst

The Opportunity 

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. 

What You Will Do 

• 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 We're Looking For 

• 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 Have 

• 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.
  

What We Offer

• Competitive market salary;
• Transportation allowance (Vale Transporte);
• Health insurance with no co-payment (after probation period);
• Meal allowance of R$ 60.00 per working day (Vale Alimentação);
• Life insurance;
• Birthday leave;
• Corporate education (Udemy);
• Structured career path and progression framework;
• 5 days of casual leave per year;

Location and Coverage 

Final working hours will be confirmed based on location and business coverage.

The anticipated schedule is 8:00am–5:00pm London time / 6:00am–3:00pm Brazil time 

If you have the skills, experience and drive to excel in this challenging and rewarding role, we would love to hear from you. Apply today and take the next step in your career with us! 

WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.