**Description:** **To excel in this role, you must have:** Currently pursuing or completed a bachelor's degree in Computer Science, Computer Engineering, Control and Automation Engineering, Software Engineering, Information Systems, or related fields; Experience providing Level 1 support; Availability to work on-site in Belo Horizonte/MG. **Here’s how you’ll contribute to the Service Desk team:** Receiving, logging, and categorizing incidents via phone, portal, or chat; Providing Level 1 technical support for incidents related to hardware, software, network, and corporate systems; Guiding users on the proper use of technological tools and resources; Performing basic troubleshooting (passwords, printers, e\-mail, remote access, Office suite, etc.); Escalating unresolved incidents to Level 2 or responsible teams, per defined procedures; Monitoring incident status until resolution and keeping users informed; Updating the knowledge base with recurring solutions and procedures; Meeting SLA-defined deadlines and service levels; Supporting administrative activities related to IT asset inventory. 2512200202551779573