Join a company that loves transforming with technology and embraces diversity in all its forms! **Responsibilities and duties** **Operational Scope:** Based on our contracts and attached volume data, the Service Desk operational scope (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 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 workstation access. * Connectivity and Network Support: Logical diagnosis and remote repair of network incidents, slowness, VPN issues, and systemic connectivity problems (LAN/WLAN/WAN). * Incident Management in ITSM Tool: Full lifecycle handling of tickets in ServiceNow, ensuring correct registration via chat/portal, detailed documentation of applied solutions, and justified escalation to Level 2/Field Service only after exhausting all logical remediation steps. Key Deliverables and Metrics (SLAs): * Reporting: Daily generation of critical KPI reports, weekly volume and SLA reports, and a consolidated monthly governance book. * Operational Performance: Performance will be measured against critical KPIs, including: * First Contact Resolution (FCR) Rate: 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). Want to learn more about us and join the team building the future? **\#JoinSpreader** **Transforming the world with technology** We are nearly 2\.500 Spreaders, distributed across 22 Brazilian states through Spread Anywhere — enabling us to work **100% remotely**, depending on the contractual 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, delivering comprehensive technology and digital business solutions. Today, we offer 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 — placing us in the quality zone and confirming our customers’ trust and satisfaction. **Diversity, Equity & Inclusion** Here, diversity and inclusion are not just words — they are a genuine commitment. We strive to ensure every Spreader feels **valued, respected, and empowered** to reach their full potential. We recognize that true diversity goes beyond superficial traits and encompasses a broad range of characteristics, including gender, ethnicity, sexual orientation, age, and abilities.
João Silva
Indeed · HR
João Silva
Indeed · HR
