**Description:** Mandatory Requirements Academic Qualification, Courses or Certifications: Completed High School / Pursuing technical or undergraduate studies in the IT field. **Operating Systems:** Basic knowledge of common operating systems such as Windows, Mac OS, and Linux. This includes the ability to perform system configuration, troubleshooting, and maintenance tasks. **Computer Hardware:** Understanding of main computer hardware components such as processors, memory, hard drives, and peripherals. Ability to perform basic hardware installation and configuration. **Networks:** Basic 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 operating microcomputers using 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): Act 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 immediately service requests and incidents for which an immediate solution is available, respecting the minimum service levels established in the Terms of Reference and its attachments. Receive, register, categorize, prioritize, and locate all calls (requests and incidents) directed to the IT department, solving those within their competence with the help of knowledge base consultations. Monitor and track the status of all registered calls, keeping users informed about the status and progress of their requests. Close resolved tickets at this level and other levels after recording the adopted solution and other necessary information for generating service statistics. Escalate and forward unresolved incidents or service requests to second-level support or other teams. Contact users to obtain additional details regarding open tickets, even if the ticket has already been transferred to another team. Keep users informed about planned changes and unavailability of IT services. Record in the IT Service Management System any updates, relevant observations, information provided by users or other teams related to incidents, requests, questions, or guidance from users, maximizing the documentation level of collected information. Correlate open incidents with other incidents, problems, or changes that share the same root cause, enabling joint closure of correlated incidents. Clarify doubts and guide users on the use, configuration, availability, and installation of applications, information systems (both market-available and those developed for the client), equipment, rules, and procedures regarding the client's technological environment and its usage. Respond to user inquiries regarding the status of open tickets. Provide feedback to users, justifying when requests cannot be resolved within the established timeframe. Track the status of all incidents and service requests from registration until completion and user acceptance, even if transferred to another internal or external team. Immediately identify and report critical issues to the Service Center Coordinator that result in significant impacts on the client's technological environment or exceptional situations beyond their control or authority. Perform remote interventions on user workstations, upon authorization, for diagnosis, configuration, installation, and removal of applications, operating systems, and office automation suites, as well as software, component, equipment, and service updates, according to instructions or manuals provided by the client. Receive, register, 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 according to the client's guidelines. Perform other related user support services 2510300202211370746