IT Service Desk Agent

Stefanini is hiring Service Desk agents experienced with IT support to join one of our clients.

 

Project duration: 1 year, renewable.

Work model: hybrid or on-site.

 

Role Responsibilities:

• PUC (Single Point of Contact) with the end user, receiving interactions through the different channels agreed with the customer: telephone, ticket, portal, etc. They must be able to collect all the information needed to resolve incidents or deal with customer requests correctly.
• Categorization: It is the agent's responsibility to categorize each interaction with users appropriately.
• Diagnosis and resolution: the agent must be able to resolve as many user requests as possible in the field of microcomputing, networks or corporate applications.
• Escalation: In the event that a request or incident goes beyond the Agent's scope of responsibility, the latter must be able to correctly escalate it to the appropriate resolution team, providing all the essential information for its correct resolution.
• Follow-up: The Agent is responsible for the entire lifecycle of these requests, and must at all times follow up on all interactions with users until they are definitively closed.
• Closure and quality: The DS in turn is responsible for the quality of the service provided, and must ensure that each interaction is correctly categorised and documented until it is closed, as well as ensuring that the established flows are correctly monitored.
• Complaints management: Related to the quality area, it is the DS's responsibility to manage all complaints from the end customer that have occurred either due to malpractice or the unsatisfactory resolution of an intervention.

 

This role requires previous experience with:

• Windows operating systems: user administration, application management, package installation, driver management, incident resolution, registry configuration;
• Basic Active Directory administration;
• Basic network management;
• Collaborative tools: Teams, e-mail, O365;
• Office automation tools;
• Shared folder management;
• Printer and peripheral management;

 

Languages:

• Portuguese: mandatory;
• English: nice-to-have;

 

What we offer:

You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages:

• Soft skills and technical training for current and emerging products and technologies;
• Career development: opportunity to grow within the team;
• Special referral bonuses for recommending your friends;
• Friendly team who is eager to meet you.

 

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. To apply, please send your updated CV to jobs.pt@stefanini.com using SDTomar24 as subject.

 

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

 

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

 

About us

We are a multinational company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.