Service Desk Agent

Kemira; São Paulo; Híbrido; EUR 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player seeks a dedicated Service Desk Agent to join their team in São Paulo. This role involves providing first-level IT support, troubleshooting common issues, and ensuring user satisfaction in a collaborative environment. With a focus on personal and professional growth, the company offers a competitive salary, annual bonus, and a diverse workplace. If you're passionate about technology and customer service, this opportunity is perfect for you.

Serviços

Attractive benefits package

Opportunities for personal and professional growth

Competitive salary

Annual bonus plan

Multicultural working environment

Qualificações

• Minimum of 2 years of experience as a Service Desk Analyst.
• Positive customer service attitude is essential.

Responsabilidades

• Provide first-level IT support for internal users.
• Handle and resolve service requests and incidents.
• Ensure timely resolution of tickets in compliance with processes.

Conhecimentos

IT Support

Customer Service

Troubleshooting

Incident Management

Formação académica

Degree in related fields

Ferramentas

ITIL Foundation Certification

Descrição da oferta de emprego

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Kemira is a global leader in sustainable chemistry for water intensive industries. For more than 100 years, our chemistry has advanced human progress and quality of life. We call it chemistry with a purpose, better every day. At Kemira, we foster a collaborative and inclusive work culture that empowers our employees to thrive and make a difference. Learn more about Kemira at www.kemira.com/careers .

We are looking for an experienced Service Desk Agent at our São Paulo site. The Service Desk Agent is responsible for providing first-level IT support for Kemira users. Tasks will include handling and resolving service requests and incidents reported by email, self-service portal, or phone, troubleshooting desktops and laptops, and escalating issues to second-level support when necessary. This position will report to the Team Lead and is eligible for hybrid work.

Your responsibilities will include :

• Being the first point of contact for internal users and outsourcing providers.
• Registering, analyzing, categorizing, and prioritizing received tickets.
• Providing first-level support to Kemira end users with common issues such as: password resets, VPN issues, Windows problems, etc.
• Performing initial troubleshooting, providing support, and investigating incidents according to impact, resolution, or error identification.
• Forwarding tickets, either to specialist teams or Onsite personnel, according to the Incident Management process.
• Ensuring that tickets are attended to and resolved in a timely manner.
• Ensuring that tickets are processed/resolved/escalated in compliance with Kemira Global Service Desk processes and procedures.
• Ensuring that tickets are processed/resolved/escalated within the goals of the Kemira Global Service Desk.
• Ensuring that resolution progress is communicated to the user in a timely manner.
• Registering user acceptance of the provided solution.
• Following the user care philosophy that ensures end-user satisfaction in compliance with Kemira IT policy.
• Working to ensure the Global Service Desk meets industry standards.
• Participating in the on-call schedule.

This position may also work as a backup for Onsite technicians. In the role of Onsite technician, the Service Desk Analyst is responsible for activities that require a physical presence on-site and cannot be achieved through remote access to IT systems.

What you will bring to the team :

• A degree in related fields, along with a minimum of 2 years of related experience as a Service Desk Analyst.
• Positive customer service attitude.
• ITIL Foundation Certification.

What you can expect from us :

• Opportunities for personal and professional growth.
• Employment in a stable company with an established position in the market.
• An attractive benefits package.
• A competitive salary and annual bonus plan.
• A multicultural, diverse, and positive working environment.

Ready to create better every day? Join Kemira!

Please apply with CV no later than May 30, 2025 at kemira.com/careers.

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Kemira is a global leader in sustainable chemical solutions for water-intensive industries. Our customers include industrial and municipal water treatment operators, and pulp & paper industry among others. We provide the best-suited products and services to improve our customers’ product quality, process, and resource efficiency. Our focus is on water treatment, renewable solutions, and digital services. In 2023, Kemira had annual revenue of around EUR 3.4 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd. For more information, please visit our web site www.kemira.com/careers and LinkedIn .