Service Desk Agent

About the role

As a Service Desk Agent you will deliver high‑quality technical support and customer service to end users. You will join the IT Support team and work closely with Service Managers, Infrastructure, Application Support and other technology stakeholders to ensure a seamless support experience.

Key responsibilities

• Provide first‑level support to users via phone, email and other channels.
• Troubleshoot software, hardware and business‑application issues.
• Accurately document incidents and service requests in the approved ticketing system.
• Develop knowledge of client environments, applications and IT services.
• Collaborate with cross‑functional IT teams to resolve issues and improve service delivery.

Required profile

• Fluent written and spoken Spanish and Portuguese.
• Basic proficiency in English.
• Experience in Service Desk, Help Desk, Technical Support or a related environment.
• Strong troubleshooting, problem‑solving and customer‑service skills.

Required skills

• Ticketing or incident‑management tools.
• Windows operating systems.
• Microsoft Office suite.
• Remote support tools.
• Knowledge of ITIL or IT Service Management practices (preferred).

What we offer

• Hybrid work model with flexibility to work onsite or remotely based on project needs.
• Well‑being programs supporting work‑life balance.
• Opportunity to grow within a global technology services firm.