Service Desk Agent

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.Join Our Team as a Service Desk Agent in the Aviation SectorAre you passionate about technology and customer service? Are you ready to play a pivotal role in supporting a leading client in the aviation industry? As a Service Desk Agent, you'll join a vibrant, multicultural team, delivering exceptional first-line IT support and making a real impact every day.This role requires the availability to cover Mon - Fri 7am to 7pm shifts - company car is provided.Your Role:Be the first point of contact for client employees, expertly managing and resolving a wide array of IT requests—both hardware and software related.Work closely with colleagues from diverse backgrounds, collaborating in an international environment.Troubleshoot and resolve issues via phone and email, leveraging a robust knowledge base to ensure quick, reliable solutions.Document every resolution clearly and accurately, keeping comprehensive records in our ticketing system.Consistently meet attendance, quality, and customer service benchmarks through efficient and proactive support.What You'll Do:Diagnose and resolve Microsoft Office issues, including error messages, formatting, and performance tweaks.Troubleshoot a variety of Windows-related challenges from error messages to configuration settings.Provide support for specialized corporate applications, handling installations, troubleshooting, and optimization.Tackle basic network issues, performing connectivity checks and verifying network settings.Log every support interaction—whether received by phone, email, in-person, or online—with precision in the ticketing system.Assess the complexity and urgency of each issue, ensuring the right level of support and timely escalation when needed.Follow up consistently, ensuring every case is closed to the client's satisfaction and all information is up-to-date.Contribute to the improvement of our knowledge base and assist with exciting special projects as they arise.Adaptable and flexible, thriving in changing environments.Strong IT knowledge with the confidence to resolve issues on the fly.Quick learner eager to embrace new challenges and technologies.Proven customer service skills—experience in this area is a strong advantage.Excellent analytical, technical, problem-solving, and organizational abilities.Top-notch communication skills, both written and verbal.Team-oriented, self-motivated, and attentive to detail, with the ability to manage shifting priorities.Skilled at explaining technical issues to non-technical users.Fluent in English and French.Willing to work shifts Monday through Friday, between 7:00 AM and 7:00 PM.Competitive salary and benefits, including meal vouchers and Ecocheques.Provided company car and fuel card for your convenience.Premium pay for certain shifts (night, weekends, and on-call hours), with on-call time compensated as a full working day.Comprehensive hospitalization and group insurance coverage.Extra vacation days for better work-life balance.Access to continuous learning and development through training programs.Personalized career growth opportunities within the organization.Experience working in an international setting, as part of our dynamic European team. Benchmark, Self motivated, Installation, Customer Service, Special Projects, Fast Learner, Customer Experience, Help Desk, Problem Management, Aviation, Ticketing Systems, Communication, Management, Network Issues, Adaptability, Technology, Attention to detail, Hardware, Technical Issues, Optimization, VOS, Troubleshoot, Networks, Organization Skills, Formatting, Proactivity, Connectivity, Knowledge base, Offering Support, Configuration, Aviation, Point of contact, Checks, Management, MS Office Suite, Problem Management, Arrays, Failure Analysis