Be part of Stefanini! At Stefanini, we are more than 30,000 geniuses, connected from 41 countries, co-creating a better future. Be part of our team! **Responsibilities and attributions** * Single point of contact for the user. * Handling and registration of service requests (incidents, requirements). * Responding to inquiries regarding existing service requests. * Remote control access to user workstations. * Call classification. * Assignment and escalation of calls. * Ticket tracking (end to end). * Diagnosis and resolution of incidents. * Documentation and closure of incidents and requirements. * Input for triggering the massive incident management procedure. * Management of tickets submitted via SelfService without automatic routing rules. * Documentation of checklists for handling incidents and/or requirements. **Requirements and qualifications** * Graduate of a technical or higher education program (related to Information Systems). * Experience as a help desk analyst. * Basic knowledge of MS Office 2016 or later. * Desirable: Telephone customer service course of at least 10 hours (50% practical). * Desirable: Customer service training courses of at least 10 hours (50% practical). * Desirable: Writing and spelling course of at least 20 hours. * Knowledge of ITIL. Are you looking for a place where your ideas can shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive person, committed to continuous learning, and innovation is in your DNA, then this is what you're looking for. Come and let's build a better future together!