WP Support Analyst - Natal

Description

Job Summary: Professional to provide technical support and document user requests, resolve IT issues, and ensure customer satisfaction. Key Highlights: 1. Technical support to users and resolution of IT issues. 2. Telephone and remote assistance for comprehensive solutions. 3. Knowledge of ITIL and ticket management tools. Daily Responsibilities: * Respond to and document support requests initiated by customers' users in the administrative system; * Classify requests according to urgency based on customer 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 users with the use of software installed and registered in customers' systems; * Ensure awareness of and compliance with contractual metrics agreed upon with customers; * Close resolved Service Desk incidents, recording solution details in the ticket management software. Requirements: * Bachelor's degree completed or in progress in IT or related fields; * Networking knowledge; * ITIL knowledge; * Familiarity with ITIL practices, especially in Incident, Request, and Problem Management; * Knowledge of ticket management tools such as Qualitor, ServiceNow, Jira, Zabbix, or similar; * IT Infrastructure knowledge; * Knowledge of applications and mobile devices. Minimum Education: Bachelor's Degree