**Description:** **Mandatory Requirements – Academic Qualifications, Courses, or Certifications:** Completed High School / Currently enrolled in a technical or undergraduate program in the IT field. **Operating Systems:** Basic knowledge of common operating systems such as Windows, macOS, and Linux. This includes the ability to perform system configuration, troubleshooting, and maintenance tasks. **Computer Hardware:** Understanding of major computer hardware components, including processors, memory, hard drives, and peripherals. Ability to perform basic hardware installation and configuration. **Networking:** Fundamental knowledge of computer networks, including IP addressing, routers, switches, and network cables. Ability to assist users in resolving connectivity issues. **Courses/Certifications:** Certificate of completion for Microsoft Office 365 training course; Certificate of completion for Introduction to SCRUM training course; **ITIL Certification:** ITIL Foundation V3 or higher; **Professional Experience:** Experience in Service Desk services within an operational environment compatible with the client’s environment; Experience in microcomputer operations, utilizing office automation software (Windows 10 and later, MS Office 2007 and later, internet browsers, etc.); Availability for travel; **Responsibilities (higher complexity) and Tasks (lower complexity):** Serve as the single point of contact between users and internal and external IT service providers. Respond to service requests using a standardized greeting to be defined. Provide first-level telephone and remote support to IT users, aiming to address and resolve service requests and incidents immediately where an immediate solution is available, adhering to minimum service levels established in the Terms of Reference and its annexes. Receive, log, categorize, prioritize, and locate all IT-related service requests and incidents, resolving those within one’s scope of responsibility with assistance from the knowledge base. Monitor and track the status of all logged service requests, keeping users informed about the status and progress of their requests. Close resolved requests at this level and at other levels after recording the solution applied and other necessary information for generating support statistics. Escalate and forward unresolved incidents or service requests to Level 2 support or other teams. Contact users to obtain additional details regarding open service requests, even if the request has already been transferred to another team. Keep users informed about planned changes and IT service unavailability. Log all progress, relevant observations, information provided by users or other teams, and any user-submitted incidents, requests, questions, or guidance into the IT Service Management System, maximizing documentation of collected information. Correlate open incidents with other incidents, problems, or changes sharing the same root cause, enabling joint closure of correlated items. Clarify user queries and provide guidance on the usage, configuration, availability, and installation of applications, information systems (both commercial and custom-developed for the client), equipment, standards, and procedures related to the client’s technological environment and its use. Respond to user inquiries regarding the status of open service requests. Provide feedback to users, justifying cases where requests cannot be fulfilled within the stipulated timeframe. Track all incidents and service requests from registration through resolution and user acceptance, even if transferred to another internal or external support team. Immediately identify and report critical issues causing significant impact on the client’s technological environment—or exceptional situations beyond one’s control or authority—to the Service Desk Coordinator. Perform remote interventions on user workstations, upon authorization, for diagnostics, configuration, application installation/uninstallation, operating system and office automation suite updates, as well as software, component, equipment, and service updates, per instructions or manuals provided by the client. Receive, log, categorize, forward, and manage user complaints, suggestions, opinions, and compliments regarding IT services delivered and/or made available by the client. Conduct user satisfaction surveys for IT services, per client instructions. Perform other tasks related to user support. 2512010202191370746