It Support First Level (M/F/D) For Service Desk (Pt)

OverviewLanguage skills: Portuguese, Spanish, English.ResponsibilitiesManageIT requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service qualitySupportingend users through telephone and remote support tools.Analyzeissues and provide initial solutions or workarounds for end-user requests and incidents.Capturerequests and incidents in a standardized ITSM platform.Ensurethe correct categorization and prioritization of incoming requests.Routingtickets to other support groups when necessary to ensure resolutionPerformingservice requests, such as resetting passwordsCommunicatingandescalatingissues to functional or hierarchical departments as required.Documentingthe work performed and continuouslyupdatingthe knowledge base.Resolvingcomplaints and escalations where possible.Communicatingwith other departments andforwardingrelevant information in a complete and timely manner.Compl...