Job Description
Overview
Language skills: Portuguese, Spanish, English.
Responsibilities
Manage IT requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service quality
Supporting end users through telephone and remote support tools.
Analyze issues and provide initial solutions or workarounds for end-user requests and incidents.
Capture requests and incidents in a standardized ITSM platform.
Ensure the correct categorization and prioritization of incoming requests.
Routing tickets to other support groups when necessary to ensure resolution
Performing service requests, such as resetting passwords
Communicating and escalating issues to functional or hierarchical departments as required.
Documenting the work performed and continuously updating the knowledge base.
Resolving complaints and escalations where possible.
Communicating with other dep...