Job Summary: We are seeking a professional to provide support and manage user requests, incidents, and requirements, including diagnosis and resolution. Key Highlights: 1. Single point of contact for users and request management. 2. Incident diagnosis and resolution, end-to-end ticket tracking. 3. Opportunity to join a global and innovative team. Join Stefanini! At Stefanini, we are over 30,000 geniuses connected from 41 countries, co\-creating a better future. Join our team! **Responsibilities and Duties** * Serve as the single point of contact for users. * Handle and log support requests (incidents, requirements). * Address inquiries related to existing support requests. * Remotely control user workstations. * Classify calls. * Assign and escalate calls. * Track tickets (end to end). * Diagnose and resolve incidents. * Document and close incidents and requirements. * Provide input to activate the mass incident management procedure. * Manage tickets submitted via SelfService that lack automatic routing rules. * Document checklists for handling incidents and/or requirements. **Requirements and Qualifications** * Graduate of a technical or university program (preferably in Information Systems). * Basic knowledge of MS Office 2016 or later. * Desirable: Telephone support training course of at least 10 hours (50% practical). * Desirable: Customer service training course of at least 10 hours (50% practical). * Desirable: Writing and grammar training course of at least 20 hours. * Proven experience of 6 months to 1 year in first-level help desk support roles. * Knowledge of ITIL Foundation. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow— together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are what you’re looking for. Come and let’s build a better future—together!