Description
Job Summary:
A professional to provide user support and technical assistance, including incident registration and handling, troubleshooting, and escalation, following ITIL processes.
Key Highlights:
1. Remote user support and technical assistance
2. Focus on user support and problem resolution
3. Adherence to ITIL processes and internal procedures
**Responsibilities:**
* Receive, register, and handle incidents via phone, e\-mail, portal, or ITSM tool;
* Provide remote support to users;
* Perform initial troubleshooting and follow standardized procedures;
* Escalate to higher levels when necessary;
* Monitor queues and track service response deadlines;
* Record evidence and document solutions in the knowledge base;
* Support operational activities and routine maintenance tasks;
* Adhere to ITIL processes and internal procedures.
**What We Are Looking For:**
* Profile focused on user support and technical assistance;
* Strong communication and organizational skills;
* Analytical ability and problem-solving skills;
* Proactivity in initial incident handling;
* Aptitude for working with structured processes and procedures;
* Commitment to quality and SLA compliance;
* Alignment with ITIL practices.
**Benefits:**
* Medical Insurance;
* Dental Insurance;
* Meal/Meal Allowance;
* Transportation Allowance;
* Life Insurance;
* Certification Programs;
* Extended Maternity and Paternity Leave.