Join a company that loves transforming with technology and embraces diversity in all its forms! **Responsibilities and Duties** **Requirements and Qualifications** Based on our contracts and attached volume data, the Service Desk operation (strictly remote and delivered via digital channels) has a strongly technical and resolution-oriented profile, covering the following areas: Support Channels: Human support via Chat and Service Portal for incident and request registration, real-time interaction, and remote resolution. Automated support (RPA / Chatbots) for initial triage or low-complexity services. (Note: This operation will not include inbound telephone support). Key Activities and Responsibilities (Remote Resolution Focus): High Resolution Rate: The team must ensure a definitive resolution of over 65% of tickets at first contact (Level 1\), minimizing escalations to Level 2 or field teams. Logical and Software Support: Advanced troubleshooting during chat interactions, software/app/driver reinstallation, script execution, remote OS fixes, and remote access to workstations. Connectivity and Network Support: Logical diagnosis and remote repair of network incidents, slowness issues, VPN problems, and systemic connectivity issues (LAN/WLAN/WAN). Incident Management in ITSM Tool: Full lifecycle handling of tickets in ServiceNow, ensuring accurate registration via chat/portal, detailed documentation of applied solutions, or justified escalation to Level 2/Field Service only after exhausting all logical remediation options. Key Deliverables and Metrics (SLAs): Reports: Daily generation of critical KPI reports, weekly volume and SLA reports, plus a consolidated monthly governance book. Operational Performance: The operation will be measured against critical KPIs, including: First Contact Resolution Rate (FCR): Target of >65% resolution at Level 1\. Initial Chat Response Time (TMR). Incident and Request Resolution Time by Priority. Ticket Reopen Rate. Customer Satisfaction Survey (CSAT)." **Additional Information** Based on our contracts and attached volume data, the Service Desk operation (strictly remote and delivered via digital channels) has a strongly Want to learn more about us and join the team building the future? **\#VemSerSpreader** **Transforming the world with technology** We are nearly 2\.500 Spreaders, spread across 22 Brazilian states through Spread Anywhere — enabling us to work **100% remotely**, depending on the contract model. We are digital, hyperconnected, and wherever we are, we practice daily one of the core values embedded in our culture: \#collaboration. **Innovation to shape the future** Spread is an innovation company with 41 years of history, offering comprehensive technology and digital business solutions. Today, we have a robust portfolio of services, including application development, Quality Assurance, IT Outsourcing, Talent on Demand, Artificial Intelligence solutions, and SAP and S/4HANA consulting and implementation. We adopt a customer-centric approach, where customer experience is our top priority and guides all our actions and strategies. This commitment is reflected in our NPS score of 75 points — placing us in the quality zone and demonstrating our customers’ trust and satisfaction. **Diversity, Equity & Inclusion** Here, diversity and inclusion are not just words — they are genuine commitments. We strive to ensure every Spreader feels **valued, respected, and empowered** to reach their full potential. We recognize that true diversity goes beyond superficial aspects and encompasses a broad range of characteristics, such as gender, ethnicity, sexual orientation, age, and abilities.
João Silva
Indeed · HR
João Silva
Indeed · HR
