Service Desk Agent

Kemira; São Paulo; Presencial; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

Uma empresa global líder em química sustentável está em busca de um Analista de Service Desk experiente para fornecer suporte de TI de primeiro nível. Este papel envolve a resolução de solicitações de serviço e incidentes, garantindo a satisfação do usuário e a conformidade com os processos do Service Desk. Com um ambiente de trabalho colaborativo e inclusivo, a posição oferece oportunidades de crescimento pessoal e profissional, além de um pacote de benefícios atraente. Se você tem uma atitude positiva em relação ao atendimento ao cliente e busca fazer a diferença, esta é a oportunidade certa para você!

Serviços

Pacote de benefícios atraente

Oportunidades de crescimento pessoal e profissional

Ambiente de trabalho multicultural e positivo

Salário competitivo e plano de bônus anual

Qualificações

• Mínimo de 2 anos de experiência como Analista de Service Desk.
• Certificação ITIL Foundation é necessária.

Responsabilidades

• Atuar como primeiro ponto de contato para usuários internos.
• Registrar, analisar e priorizar tickets recebidos.

Conhecimentos

Atendimento ao Cliente

Resolução de Problemas

Comunicação

Formação académica

Grau em áreas relacionadas

Ferramentas

ITIL

Sistemas de TI

Descrição da oferta de emprego

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.