**Description of activities the professional will perform:** Main activities * Handle tickets received through the ticketing platform according to the defined process, aiming to meet service requirements and established targets; * Perform triage of tickets opened by requesters and reclassify or categorize them when necessary; * Provide status updates on ongoing requests upon client request, via support channels (Teams, ticket log, email); * Inform leadership about requests or incidents that remain unresolved after exhausting all possible solutions within the time frame estimated by the department’s coordination; * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the department’s overall results/targets; * Keep FAQs/knowledge base updated with defined solutions communicated to clients; * Pursue knowledge enhancement and dissemination to deliver high-quality support; **Required Experience, Skills, and Knowledge:** Microsoft Office Suite, ITSM tools **Education:** Bachelor’s degree completed **Experience Required:** 6 months ### **Employment Type:** CLT ### **Required Knowledge and Skills:** Microsoft Office Suite, ITSM tools ### **Benefits:** Transportation Allowance, Life Insurance, Meal Voucher ### **Department:** Government