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 ...