**Description:** Knowledge of technical disciplines related to the International Service Desk, including O365 support, Windows operating systems, networking, corporate systems, ERP (e.g., SAP or similar), telephony infrastructure, and related technologies; Fluent Portuguese and fluent/native English for interaction with global teams; ITIL methodology knowledge is desirable; Prior experience with ITSM tools is desirable. Handle telephone calls, chat, and email requests, ensuring efficient user support; Respond to and log tickets in the customer service portal (ITSM); Execute incident and service request resolution according to established procedures; Provide basic and standard support for O365 and the Windows operating system; Monitor critical issues involving stakeholders; Escalate incidents to responsible teams when necessary. 251213020220468126