Multilingual Service Desk Analyst (Portuguese)

Position Description:

. Serve as the initial point of contact for all IT-related inquiries via phone, email, chat, or ticketing system.
. Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
. Troubleshoot and resolve Level 1 technical issues, including password resets, software/application support, printer connectivity, and basic hardware issues.
. Escalate incidents to Level 2/3 support teams when required, providing clear documentation and troubleshooting steps taken.
. Follow established procedures and scripts to guide users through problem-solving processes.
. Maintain accurate and up-to-date ticket records, ensuring clear communication with users until resolution.
. Provide excellent customer service, ensuring users are informed about the progress and resolution of their issues.
. Contribute to the creation and maintenance of knowledge base articles for common issues a...