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

OverviewLanguage skills: Portuguese, Spanish, English.Responsibilities- Manage IT requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service quality- Supporting end users through telephone and remote support tools.
- Analyze issues and provide initial solutions or workarounds for end-user requests and incidents.
- Capture requests and incidents in a standardized ITSM platform.
- Ensure the correct categorization and prioritization of incoming requests.
- Routing tickets to other support groups when necessary to ensure resolution- Performing service requests, such as resetting passwords- Communicating and escalating issues to functional or hierarchical departments as required.
- Documenting the work performed and continuously updating the knowledge base.
- Resolving complaints and escalations where possible.
- Communicating with other departments...