Service Desk Agent 24/7

Responsibilities:Provide 1st Level End-user support for client users including: Support for specific client software and applications (installation, error messages, tweaking)Analyzing support requests sent by the customer by calls, mail, in person and web submit Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing systemExamining all problems, evaluating complexity, impact and priority. Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.Escalating problems according to procedures; to the client support groups or to the 2nd level Ensuring follow-up of all issues: documenting and fill in ticketing system appropriatelyAssist with defining and documenting knowledge base articlesAssist with special project work as neededWindows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity) Job Requirements Professional skills and required qualifications: Flexibility and able to adapt to different work environmentIT knowledge and previous experience to be able to resolve IT issues on the goFast learner Previous successful customer service experience is considered an advantageStrong analytical, technical, problem solving and organizational skillsStrong written and oral communication skillsTeam player, self-motivated, organized, detail oriented and able to handle changing priorities;Able to communicate problems/issues to customers in a non-technical mannerFlexibility. Working hours: shifts rotation to cover 24/7 (Monday to Sunday)Proficiency in English What we offer:Competitive salary and benefits package, including Meal Vouchers, Ecocheques;Due to shifts and nature of the role (24*7 environment with on call and night shifts), you get premium payment for certain hours (night shift, weekends) and even if On Call is not activated, we consider it and paid it as a full working day.Hospitalization and group insurance;Extra vacation days;Opportunities to learn and develop: training programs;Personalized career path within the organization;Exposure to an international environment as part of a multicultural team spread across EuropeWhat's next: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 & InclusionHere 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 youAbout usWe are a Brazilian 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 and join us on , and where we regularly post insights from our colleagues.We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.Key Points to Remember:• Legitimate job offers only follow interviews conducted with our hiring managers or clients.• We will never ask for payment at any stage of the recruitment process.Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation. #LI-ONSITE