**Company Description** SGS is a Swiss multinational company, the world leader in inspection, verification, analysis, and certification services for products and services, with more than 2,600 offices and laboratories worldwide. In Peru, we operate in most economic sectors such as mining, agriculture, and fishing, forming part of the value chain of their products and services. **Job Description** * Perform dispatcher tasks for incident and request tickets at level 1 * Handle incident and request tickets within levels 1 and 2 of support, on-site, to ensure technical continuity for all types of technological tools used by SGS users. * Ensure proper case follow-up to improve user experience. * Provide first-level contact and communicate solutions to user incidents and requests. * Appropriately escalate unresolved queries to the next level of support. * Track, route, and redirect incidents and problems to correct resources. * Update ticket data to ensure proper categorization. * Analyze ticket data on platforms such as ServiceNow. * Guide customers through the incident resolution process. * Ensure proper recording, documentation, and closure of all tickets. * Implement recommended modifications or improvements to procedures. * Supervise and handle incident and request tickets within levels 1 and 2 of support, either remotely or on-site, to ensure technical continuity for all types of technological tools used by SGS users. * Ensure proper case follow-up, user confirmation validation, and high-quality technical service (A1), thereby delivering an exceptional experience for SGS users. * Provide first-level contact and communicate solutions to user incidents and requests. * Properly escalate unresolved queries to the next level of support. * Track, route, and redirect incidents and problems to correct resources. · Update customer data and generate activity reports. * Guide customers through the incident resolution process. * Follow up with customers, provide feedback, and monitor issues until resolution using the SGSNow platform. * Utilize excellent customer service skills and exceed customer expectations. · Ensure proper recording, documentation, and closure of all tickets. * Implement recommended modifications or improvements to procedures. * Maintain and expand knowledge of service desk procedures, products, and services. **Requirements** * Professionals with technical or university degrees in Systems, Electronics, Networks and Communications, or related fields. * Minimum of 2 years of experience in support areas and 1 year in similar roles. * Experience providing level 1 and level 2 user support. * Knowledge of ITIL 4 – Incident Management and Change Management. * Knowledge and handling of enterprise hardware and software (from Office 365 to enterprise ERP systems). * Experience managing indicators (Help Desk KPIs). * Experience with ticketing platforms such as Service Now. * Proficiency with remote desktop tools and VPN connections. * On-site work in Callao or provinces **Additional Information** * Formal employment from day one. * Life insurance as per law. * EPS health insurance covered at 80%. * Constant training opportunities. * Corporate agreements.