Junior Service DeskDesktop Managment

Objective:
- Provide remote IT support to End Users handling requests received through multiple channels such as phone email ITSM platforms and other support channels.
- Ensure the complete process of ticket registration categorization troubleshooting resolution and/or escalation according to established procedures.
- Document all activities actions and interactions within the ITSM platform during the handling of incidents and service requests.

Main Responsibilities:
- Create and maintain technical procedures and support documentation.
- Update tickets with detailed information regarding actions performed troubleshooting steps and resolution outcomes.
- Maintain and update the asset inventory of supported devices and equipment.
- Provide first-level technical support and troubleshooting for end-user devices and operating systems.
- Ensure adherence to service processes quality standards and SLA requirements.
- Escalate unresolved issues to the appropriate support teams when necessary.
- Contribute to the continuous improvement of support processes and knowledge base documentation.

Technologies:
Chrome OS
Windows 10
Windows 11 

Qualifications :

- Experience providing remote IT support to end users.
- Knowledge of Chrome OS.
- Knowledge of Windows 10 and Windows 11 operating systems.
- Experience working with ITSM tools and ticket management processes.
- Strong communication customer service and problem-solving skills.
- Ability to document technical procedures and user interactions accurately.
- Ability to work autonomously and manage multiple priorities.

Observations:
- Shift schedules may operate between 7:00 AM and 11:00 PM 7 days per week (shift-based environment).
- Possibility of remote work during specific shifts subject to compliance with service requirements and internal policies.
- Previous experience in IT Service Desk Help Desk or Customer Support environments is highly valued.
- Strong communication skills initiative and a proactive attitude are highly appreciated.
- Availability to participate in on-call support activities should be considered and agreed upon between the supplier and the consultant.

Remote Work :

No

Employment Type :

Full-time