Global IT Service Desk Analyst
1 semana atrás
Kynetec is the global leader in agricultural and animal health market insights. We have a long history of market research expertise, specialising in animal health and nutrition, crop protection, farm machinery and equipment, seed/biotech and fertilisers.
Backed by a team of more than 850 market researchers, interviewers, data analysts, marketing scientists, research operation and data visualization specialists, our number one priority is to ensure that we deliver the highest-quality insight and foresight at the right time to enable our clients to confidently make the best decisions for their business.
Across the globe, our employees are located across 28 major agriculture and animal health countries. Our coverage extends to major and niche sectors of our industry, where we regularly undertake research projects in more than 80 countries.
We are actively seeking a 1st Line Support Engineer to join our in-house service desk team in Valinhos, São Paulo. The successful candidate will be required to be in the office 3 days per week - 2 days in Valinhos and 1 day Piracicaba. It is essential you live within a commutable distance to the offices.
The Role:
The successful candidate will join our in-house service desk team to provide 1st line support to Kynetec staff globally. This role will be responsible for monitoring, investigating and resolving issues raised to IT service desk via phone and ticket system.
Responsibility and Duties:
- Be the first point of contact for end users seeking technical assistance over the phone, email, and instant chat
- Provide onsite support and assistance to staff as well as remote support to staff globally.
- Ensure all tickets are dealt with within SLA guidelines, whilst delivering excellent customer service
- Update the ticketing system, ensuring all notes, progress and required actions are input promptly and accurately
- Troubleshooting and resolve problems associated with both software and hardware
- Adhere to standard operating procedures and work instructions
- Provide expertise and guidance to staff on general IT matters
- Work with other IT Support teams to resolve more complex user issues and requests
- Maintain a strong customer focus at all times
- Undertake training and learning to build your IT skills and knowledge
Knowledge & Experience
- 1+ years in a Customer/Technical Support environment - professional level English is essential
- Great communicator
- Strong knowledge of Windows 10 and Office 365 desktop applications
- Working knowledge of Active Directory and Office 365 Admin Centre desirable
- Excellent problem-solving skills
- Proven technical aptitude and ability to learn technical skills
- Self-confident, respectful, organised and methodical
- Willing to achieve professional qualifications supported by Kynetec
- Able to travel to Americas, Europe and Asia-Pacific if required
As an equal opportunities employer, Kynetec is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Kynetec
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