* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)

* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.

Área: Outros

Nível: Junior

About the role
As a Service Desk Agent , you will make an impact by acting as the first point of contact for users seeking technical assistance and IT support. You will be a valued member of the IT Operations team and play a key role in ensuring smooth IT service delivery by efficiently diagnosing, resolving, or escalating technical issues to maintain user productivity and satisfaction.

In this role, you will:
Provide user support via phone, email, chat, and ticketing systems
Diagnose and troubleshoot issues related to hardware, software, networks, printers, user accounts, and general IT services
Log, track, update, and take ownership of incidents and service requests using ticketing tools such as ServiceNow (SNOW) or Remedy
Escalate complex or unresolved issues to Level 2 or Level 3 support teams following established procedures
Document issues, resolutions, and actions taken, and contribute to knowledge base articles when applicable
Guide users on IT best practices, basic procedures, and self‑service or self‑healing solutions
Ensure adherence to support processes, SLAs, and customer service standards
Maintain a strong customer‑centric approach focused on user satisfaction
Work model
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this position may follow a hybrid or onsite work model .
Working arrangements may change depending on business needs, and we will always be clear about role expectations.
What you must have to be considered
Ample experience providing IT support or Service Desk assistance
Strong troubleshooting skills across common hardware, software, and operating systems (Windows, macOS, etc.)
Familiarity with business applications such as Microsoft Office and remote support tools
Ability to manage multiple incidents and tasks in a fast‑paced environment
Strong analytical and problem‑solving skills
Excellent verbal and written communication skills
Customer‑focused mindset with a commitment to high‑quality support
Fluency in Spanish and Portuguese
These will help you stand out
English language skills
Familiarity with ITIL or other IT service management frameworks
Experience working in high‑volume or enterprise support environments
Ability to adapt quickly to changing technologies and priorities
Interest in continuous learning and professional growth
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting strengths to this role.