Workplace: Miraflores - LM Miraflores - LM About Stefaninis Stefaninis is a global company with over 30,000 professionals, connected across 41 countries, co-creating a better future. Job Responsibilities Serve as the single point of contact with the user. Attend to and register service requests (incidents, requirements). Handle inquiries related to existing service requests. Perform remote control of user stations. Classify calls. Assign and escalate calls. Follow up on tickets end-to-end. Diagnose and resolve incidents. Document and close incidents and requirements. Provide input for activating mass incident management procedures. Manage tickets submitted via SelfService that do not have automatic routing rules. Document checklists for incident and/or requirement handling. Qualifications Graduate of a technical or higher education program related to Information Systems. At least 1 year of experience as a help desk analyst. Basic knowledge of MS Office 2016 or later. Desirable: 10-hour telephone customer service course (50% practical). Desirable: 10-hour customer service courses (50% practical). Desirable: 20-hour writing and spelling course. Proven experience of at least 1 year in first-level help desk support roles. Knowledge of ITIL Foundation. About Us We are a global company with 35 years of experience in the market, offering a solid selection of services such as automation, cloud, Internet of Things (IoT), and user experience (UX). We believe technology can revolutionize businesses and innovation is key to fostering development and competitiveness. We value new ideas and open minds, recognizing that every talent is essential for the quality of our projects and our progress. We maintain excellence by investing in technological innovations, forming strategic alliances, acquiring companies worldwide, and hiring highly skilled professionals. #J-18808-Ljbffr