Service Desk

Description

The team is hiring a Service Desk specialist to handle first-line support. You will talk with citizens and organizations by phone and email, in Portuguese and English.

Responsibilities

• Handle first-line calls and emails in Portuguese and English from citizens and organizations, logging and answering each request.
• Give guidance on entity registration, self-identification and qualification procedures, cybersecurity incident notifications, and complaints and general communications.
• Log every interaction in the incident management platform, then classify, prioritize and track each incident under the established procedures.
• Run initial diagnosis and reply using the set scripts, procedures and knowledge base articles, solving the request on first contact where you can.
• Send urgent, recurring or complex cases to second-line support with complete, accurate information.
• Follow each incident to closure, keeping a full history and audit trail of what was done.
• Meet service levels and quality standards, and follow rules on confidentiality, data protection, access control and information security.
• Attend training and knowledge update sessions when asked.

Requirements

• A bachelor's degree is required as the minimum academic qualification.
• At least 2 years of experience in customer service, incident management, or direct communication with external contacts in a contact centre or similar setting.
• Experience with customer support and service desk work, incident management and ticketing systems, contact centre platforms, and email and phone support.
• Solid end-user IT skills in Microsoft Office, web applications, customer service platforms, and incident and ticket management systems.
• Ability to follow operating procedures, service scripts and escalation processes.
• Fluent spoken and written Portuguese.
• Fluent spoken and written English.

Conditions

Equal opportunity: applicants are considered without regard to protected characteristics.