Service Desk Technician

1 dia atrás

Rio Grande do Sul, Brasil Valvoline Global Tempo inteiro
Job title: IT service desk technician L1
Reports to: IT service desk Shift lead
Place of work: Remote
**JOB DESCRIPTION**:
- Determines the best solutions for reported issues using information communicated by the client. Guides clients through the problem-solving process.
- Escalates unresolved issues to the next level of support using well-established processes.
- Records information about reported issues and their solutions in the ServiceNow database. Monitors and updates client statuses and information.
- Provides accurate information about IT products or services. Escalates all customer feedback or suggestions to the appropriate internal team. Identifies and suggests possible improvements within procedures.
- Collaborates with other members of the IT team and vendors.
- Collaborates with other team members within the region.
- Performing all other duties assigned by immediate managers
**HEALTH AND SAFETY AT WORK**:
- Knowledge of all procedures related to employee safety: reporting accidents and workplace injuries
- Informing management about any issues that pose a risk to employees
- Adherence to safety rules, fire regulations, and all legislation related to health and safety
**RESPONSIBILITIES**:
- The employee is responsible for adhering to procedures regarding the confidentiality of information pertaining to:
This applies to all existing procedures at the time of employment, as well as any changes/modifications to procedures that may arise due to business needs or changes in legislation.
**EMPLOYEE TRAINING AND DEVELOPMENT**:
- The employee is required to participate in all training sessions defined as mandatory
**MANDATORY QUALIFICATIONS**:
Educational Qualification: IV, Computer Science and Information Technology
Licenses/Certifications:
Foreign Language Proficiency: English language
Years of Experience: Minimum 1 year
**DESIRABLE QUALIFICATIONS**:
Previous experience in similar or related positions

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