Job Summary: A professional responsible for delivering Manufacturing Service Desk and On-site Support services, ensuring responsive, efficient, and customer expectation-aligned support. Key Highlights: 1. Responsive and efficient service delivery at the Manufacturing Service Desk and On-site Support 2. Focus on user satisfaction and continuous process improvement 3. Active collaboration and effective incident and ticket management The professional is responsible for delivering a responsive, efficient, and customer-expectation-aligned Manufacturing Service Desk and On\-site Support service. **Responsibilities and Duties** **Incident and Request Ticket Registration and Classification:** * Receive and register incident and request tickets using standardized service scripts. * Classify received tickets according to a defined prioritization matrix, ensuring appropriate responses to urgent situations. **User Guidance and Information:** * Guide and inform users about the status of their requests, promoting transparency and effective communication. * Provide continuous ticket tracking to ensure user satisfaction. **Incident Resolution:** * Resolve incidents using remote or on\-site support tools, ensuring rapid and effective solutions. * Escalate complex incidents to specialized resolution groups when necessary. **Collaboration and Continuous Improvement:** * Actively collaborate in updating processes used by resolution groups, contributing to continuous service improvement. * Participate in problem management processes to analyze root causes and define corrective actions for recurring incidents. **Adherence to Change Management Processes:** Strictly follow the client-defined change management processes * ensuring changes are implemented in a controlled and effective manner. **Training and Capability Development:** * Ensure the support team possesses the necessary experience to interact with users of diverse profiles and hierarchical levels. * Ensure all team members are adequately trained on internal IT processes and required competencies for performing their duties. **Ticket Registration and Management:** All tickets will be registered in the client's proprietary ticket management tool, ensuring efficient management aligned with company standards. **Requirements and Qualifications** * Bachelor’s degree or currently pursuing studies related to Information Technology. * ITIL and IT Governance knowledge is desirable. * Prior experience with ITSM tools is preferred; familiarity with ServiceNow is a plus but not mandatory. * Agile and creative mindset. * Analytical ability and resilience. * Capacity for continuous learning. **Additional Information** Employment Type: In-person CLT Work Location: Camaçari Temporary Position: 2 months We are an IT & Communications (Information Technology) services company capable of meeting all your enterprise IT needs. Our specialized professionals cover Technical Support, PMOaaS (Project Management as a Service), PMO (Project Management Office), Systems and Application Development, Risk Analysis, Infrastructure Monitoring, Cloud Computing Solutions, Network Management, Information Security, and LGPD Compliance. OnSet has operated in the Information Technology market since 1996, committed to delivering IT services to enterprises based on best practice frameworks (ITIL, SCRUM, AGILE, PMP), with emphasis on value creation, optimization, and cost reduction. OnSet’s differentiated offerings help clients plan, implement, and operate their technology environments with maximum resource optimization, enhancing technology utilization and human talent development.
João Silva
Indeed · HR
João Silva
Indeed · HR
