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Job Summary: Working at Globalweb's Contact Center, providing Level 1 support to users on hardware and software usage. Key Highlights: 1. Experience in technical support / Help Desk / Service Desk. 2. User support for ICT via ITSM, chat, or telephone. 3. Ticket registration and updating of user data. Description: Desired certifications: * ITIL 4 FOUNDATION; * ISO/IEC 27\.001 FOUNDATION; * ISO/IEC 20\.000; Education and experience (Mandatory): * Bachelor's degree in IT (completed or in progress); * Minimum 1 year of experience in technical support / Help Desk / Service Desk activities. Responsibilities: * Provide Level 1 support at Globalweb's Contact Center, assisting users with hardware and software usage; Duties: * Register tickets in ITSM or other software for all requests received via telephone, chat, or email, informing the requester of the corresponding ticket/protocol number for tracking; * Deliver support via ITSM, chat, or telephone call in a responsive manner, adhering to standardized operational procedures and established request resolution and escalation workflows, based on consultation of the knowledge base and corporate databases; * Register and maintain up-to-date identification and assignment/location data for users and ICT assets supported in ITSM and the Asset Management database; * Deliver support following pre-established/homologated script procedures; * Provide clarifications, guidance, and support to ICT users, expressing oneself clearly and concisely, both in written and spoken language; * Be accountable for the fulfillment and quality of remote support delivered via ITSM, chat, or telephone call; * Remain calm and tolerant when facing situations outside previously established procedures and training; * Adapt to customer service rules and regulations; * Perform any other duties inherent to the contact center service; * Escalate tickets requiring higher specialization or more complex solutions to Level 2 and Level 3 teams. 2510310202231107736
