Posted:Just now|
Platform:
Hybrid
Full Time
The Service Desk Specialist is the first point of contact for users seeking assistance with IT issues or requests This role involves diagnosing and resolving a wide range of technical issues providing exceptional customer service and escalating more complex issues as necessary The Service Desk Specialist will work closely with other IT teams to ensure timely and efficient support contributing to the overall satisfaction of endusers and the smooth functioning of IT services
ResponsibilitiesMandatory speaking skill in Portuguese and English
Serve as the initial point of contact for customers seeking technical support via phone email or ticketing system
Diagnose and resolve hardware software network and accountrelated issuesProvide guidance and assistance on ITrelated queries escalating issues to higherlevel support when requiredDocument and track all support requests ensuring timely and accurate logging of incidents solutions and followups in the ticketing systemAssist with user account management including setting up new accounts password resets and access permissionsSupport IT onboarding and offboarding processes including preparing and configuring devices for new hiresFollow established processes and contribute to the creation of knowledge articles FAQs and user documentationProvide remote assistance and troubleshooting for users across multiple locations or on various devicesMonitor and prioritize incoming requests to ensure prompt responses within defined SLAsCollaborate with other IT teams to identify and implement solutions for recurring technical issues
CIEL HR
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