IT Service Desk

About LTIMindtree

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84,000 entrepreneurial professionals across more than 30 countries, LTIMindtree caters to over 700 clients. We are a Larsen & Toubro Group company with the combined strength of erstwhile Larsen and Toubro Infotech and Mindtree. Our extensive domain and technology expertise helps drive superior competitive differentiation, customer experiences, and business outcomes

: LTIMINDTREE

: CONTRACT

Service Desk engineer with Portuguese

3+ Years

Mumbai

People Prime World Wide

0 to 15 days

Primary Skill

Role Overview

We are seeking a Service Desk Analyst with proficiency in Portuguese to provide Level 1 and Level 1.5 technical support for end-users. This role is critical in ensuring timely resolution of IT-related issues, delivering exceptional customer service, and maintaining operational efficiency.

Key Responsibilities

Incident Management

Respond to and resolve user-reported issues via phone, email, or ticketing system.

Perform initial diagnosis and troubleshooting for hardware, software, and network-related problems.

Escalate unresolved issues to L2/L3 teams following defined protocols.

Request Fulfillment

Handle service requests such as password resets, account provisioning, and application access.

Ensure compliance with SLAs and maintain accurate documentation in the ITSM tool.

Communication

Provide support in Portuguese and English, ensuring clear and professional communication.

Update users on ticket status and resolution progress.

Knowledge Management

Utilize and contribute to the knowledge base for common issues and solutions.

Suggest improvements to enhance service desk efficiency.

Required Skills & Qualifications

Language: Fluent in Portuguese and English (written and spoken).

Technical Skills:

Basic understanding of Windows OS, MS Office Suite, and common enterprise applications.

Familiarity with ITSM tools (e.g., ServiceNow, Remedy).

Experience:

12 years in IT Service Desk or technical support roles.

Exposure to L1.5 troubleshooting (e.g., advanced application support, minor configuration tasks).

Certifications (Preferred):

ITIL Foundation.

Soft Skills

Strong problem-solving and analytical abilities.

Excellent customer service and interpersonal skills.

Ability to work in a fast-paced environment and manage multiple priorities.

Shift & Availability

Willingness to work in rotational shifts, including weekends if required