Service Desk Agent

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.