In this position, as a Service desk agent, your role will be to provide 1 st line support for internal/external users at client's systems operations within their Network Operations Division (where mission critical systems are supported).The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests.The Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met.Working hours: shifts rotation to cover 24/7 (Monday to Sunday)Provide 1st Level End-user support for client users includingSupport for specific client software and applications (installation, error messages, tweaking)Analyzing support requests sent by the customer by calls, mail, in person and web submitGiving required support, efficiently and effectively and in accordance with priority, impact and SLA'sto the client support groups or to the 2nd levelNetworking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)Previous successful customer service experience is considered an advantageTeam player, self-motivated, organized, detail oriented and able to handle changing prioritiesWorking hours: shifts rotation to cover 24/7 (Monday to Sunday)Proficiency in English.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 dayOpportunities to learn and develop: training programsExposure to an international environment as part of a multicultural team spread across EuropeHere at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We 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 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!