Job Title: IT Service Desk AgentLocation: Sao Paulo, Brazil Language: English, Portuguese Monday – Friday work from Brazil office. FulltimeResponsibilities: First Point of Contact for end users seeking technical assistance via phone email or chat. Remote troubleshooting using diagnostic techniques and relevant questions. Analyze issues and determine the best solution based on customer details. Escalate unresolved issues to the appropriate support level by following the KB. Maintain and document accurate logs of events, problems and resolutions. Identify process improvements and suggest enhancements. Meet service level targets and performance goals. Requirements and Skills: Experience 3-5 years in a help desk or customer support role. Logical thinking skills is required. Understanding of computer systems, mobile devices and software applications. ITIL fundamentals ITIL Foundations Preferred Communication Excellent communication skills in English & Portuguese. Adhere to company processes and quality standards Customer Centric and patient. Ability to work in 24*7 shift environment, with Rotational Off and rotational Shifts.