Junior Service Desk/Desktop Managment

Job description

Objective: - Provide remote IT support to End Users, handling requests received through multiple channels such as phone, email, ITSM platforms, and other support channels. - Ensure the complete process of ticket registration, categorization, troubleshooting, resolution, and/or escalation according to established procedures. - Document all activities, actions, and interactions within the ITSM platform during the handling of incidents and service requests. Main Responsibilities: - Create and maintain technical procedures and support documentation. - Update tickets with detailed information regarding actions performed, troubleshooting steps, and resolution outcomes. - Maintain and update the asset inventory of supported devices and equipment. - Provide first-level technical support and troubleshooting for end-user devices and operating systems. - Ensure adherence to service processes, quality standards, and SLA requirements. - Escalate unresolved issues to the appropriate support teams when necessary. - Contribute to the continuous improvement of support processes and knowledge base documentation. Technologies: Chrome OS Windows 10 Windows 11 - Experience providing remote IT support to end users. - Knowledge of Chrome OS. - Knowledge of Windows 10 and Windows 11 operating systems. - Experience working with ITSM tools and ticket management processes. - Strong communication, customer service, and problem-solving skills. - Ability to document technical procedures and user interactions accurately. - Ability to work autonomously and manage multiple priorities. Observations: - Shift schedules may operate between 7:00 AM and 11:00 PM, 7 days per week (shift-based environment). - Possibility of remote work during specific shifts, subject to compliance with service requirements and internal policies. - Previous experience in IT Service Desk, Help Desk, or Customer Support environments is highly valued. - Strong communication skills, initiative, and a proactive attitude are highly appreciated. - Availability to participate in on-call support activities should be considered and agreed upon between the supplier and the consultant. Inetum is a global digital services company focused on enabling businesses and organizations to accelerate their digital transformation. Operating in 19 countries with more than 28,000 professionals worldwide, Inetum combines innovation, expertise, and a people-centric approach to deliver impactful technology solutions. Join us and be part of a dynamic, collaborative, and forward-thinking organization.