Job Summary: Service Desk professional responsible for responding to and documenting support requests, classifying tickets, providing assistance, and ensuring compliance with contractual metrics. Key Highlights: 1. Complete and satisfactory support service via telephone or remote access 2. Resolution of access issues, malware removal, and program reinstallation 3. Assistance to users in using installed software **Responsibilities:** Respond to and document support requests initiated by clients' users in the administrative system; Classify tickets according to urgency based on client guidelines and assign them to the appropriate service queue; Notify the client 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 infections, and program reinstallation; Process and route requests concerning telecommunications, infrastructure failures, service requests, equipment damage, data recovery, and other situations requiring on-site presence; Assist users with the use of software installed and registered in clients' systems; Ensure awareness of and adherence to contractual metrics agreed upon with clients; Close resolved Service Desk cases by recording solution details in the ticket management software. **Requirements:** **Mandatory:** Networking systems Knowledge of applications and mobile devices. Knowledge of ticket management tools. Completed bachelor's degree. **Minimum Education Level:** Bachelor's Degree
João Silva
Indeed · HR
João Silva
Indeed · HR
