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Job Summary: Service Desk professional responsible for responding to and documenting support requests, classifying tickets, providing assistance, and resolving technical issues for customers. Key Highlights: 1. Customer support request handling and documentation 2. Technical issue resolution and assistance with software usage 3. Incident management and compliance with contractual metrics **Responsibilities:** Respond to and document support requests initiated by customers' end users in the administrative system; Classify tickets based on urgency according to client guidelines and assign them to the appropriate service queue; Notify the customer if a request falls outside the agreed-upon scope of services and guide them on next steps; Provide telephone or remote access support following established procedures to deliver complete and satisfactory solutions; Resolve issues related to unauthorized access, malware, and software reinstallation; Process and route requests concerning telecommunications, infrastructure failures, service demands, equipment damage, data recovery, and other situations requiring on-site presence; Assist end users with the use of software installed and registered in customers' systems; Ensure awareness of and adherence to contractual metrics agreed upon with customers; Close resolved Service Desk incidents by recording solution details in the ticket management software. **Requirements:** **Mandatory:** Networking systems Knowledge of applications and mobile devices. Knowledge of incident management tools. Completed bachelor's degree. **Minimum Education Level:** Bachelor's Degree
