Be part of Stefanini! At Stefanini, we are more than 30,000 geniuses, connected from 41 countries, co-creating a better future. Join our team! **Responsibilities and Duties** * Single point of contact with the user. * Handling and logging of service requests (incidents, requirements). * Addressing inquiries related to existing service requests. * Remote control of user workstations. * Call classification. * Assignment and escalation of calls. * End-to-end ticket tracking. * Diagnosis and resolution of incidents. * Documentation and closure of incidents and requirements. * Input for activating the mass incident management procedure. * Management of tickets submitted via Self-Service that lack automatic routing rules. * Documentation of checklists for handling incidents and/or requirements. **Requirements and Qualifications** * Graduate of a technical or university-level program (preferably in Information Systems). * Experience as a help desk analyst for more than 6 months. * Basic knowledge of MS Office 2016 or later. * Desired: Telephone support training course of at least 10 hours (50% practical). * Desired: Customer service training course of at least 10 hours (50% practical). * Desired: Writing and spelling training course of at least 20 hours. * Knowledge of ITIL Foundation. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform 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’re what you’re looking for. Come and let’s build a better future—together!