Service Desk Agent

Kemira is a global leader in sustainable chemistry for water intensive industries. For more than 100 years, our chemistry has advanced human progress and quality of life. We call it chemistry with a purpose, better every day. At Kemira, we foster a collaborative and inclusive work culture that empowers our employees to thrive and make a difference. Learn more about Kemira at .

Discover Your Growth Potential within Kemira. Internal Opportunities Await
We are seeking an experienced
Service Desk Agent
in our São Paulo office. The Service Desk Agent is responsible for giving first line IT support for Kemira end-users. Tasks will include handling and resolving service requests and incidents which are reported via e-mail, self-service portal or telephone, troubleshooting desktop and laptop PC's and escalating issues to 2nd tier support when necessary. This position will report to the Team Lead and is eligible for hybrid work.

Your Responsibilities Will Include

• Be the first point of contact for both internal end-users and outsourcing providers.
• Record, analyze, categorize and prioritize incoming tickets
• Provide first line support to Kemira end-user with common issues, such as: password changes, VPN account problems, etc.
• Perform initial troubleshooting, support and investigate incidents according to impact, resolution or error identification
• Assign tickets further, either to technical operations or on-site personnel in line with Incident Management process
• Ensure that tickets are timely addressed and resolved
• Ensure that tickets are processed/resolved/escalated in compliance with Kemira Global Service Desk's processes and procedures
• Ensure that tickets are processed/resolved/escalated within Kemira Global Service Desk's targets
• Ensure that resolution progress is communicated to the end-user in a timely manner
• Record user acceptance on provided solution
• Follow end-user care philosophy that ensures end-user satisfaction in line with Kemira IT policy
• Work to ensure that the Global Service Desk meets industry standards
• Participate in on-call rotation

This position may also work as back-up for the back-office service desk agent and on-site technicians. In the role of on-site technician, the Service Desk Agent is responsible for activities that require a physical presence on-site and cannot be reached with remote access to IT systems.

What You Will Bring To The Team

• Post-secondary education is preferred along with a minimum of 2 years related experience as a Service Desk Agent.
• Good English and Portuguese communication skills, both verbal and written. Spanish desired.
• Positive customer service attitude
• ITIL foundation certification

What You Can Expect From Us

• Opportunities for personal and professional growth
• Employment in a stable company with an established position in the market
• Attractive benefits package
• A multicultural and positive working environment

Join Kemira and create better everyday
Please apply with CV at MyKem/careers.

Keep up your career interest profile updated in MyKem in order to receive notifications of open positions.

Kemira is a global leader in sustainable chemical solutions for water-intensive industries. Our customers include industrial and municipal water treatment operators, and pulp & paper industry among others. We provide the best-suited products and services to improve our customers' product quality, process, and resource efficiency. Our focus is on water treatment, renewable solutions, and digital services. In 2023, Kemira had annual revenue of around EUR 3.4 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd. For more information, please visit our web site and LinkedIn .