Service Desk Agent

Stefanini is hiring **Service Desk agents** experienced with **IT support** to join one of our clients. **Project duration**: 6 months **Work model**: hybrid or remote **Work schedule**:availability to work 24/7 **Role Responsibilities**: - PUC (Single Point of Contact) with the end user, receiving interactions through the different channels agreed with the customer: telephone, ticket, portal, etc.

They must be able to collect all the information needed to resolve incidents or deal with customer requests correctly. - Categorization: It is the agent's responsibility to categorize each interaction with users appropriately. - Escalation: In the event that a request or incident goes beyond the Agent's scope of responsibility, the latter must be able to correctly escalate it to the appropriate resolution team, providing all the essential information for its correct resolution. - Follow-up: The Agent is responsible for the entire lifecycle of these requests, and must at all times follow up on all interactions with users until they are definitively closed. - Closure and quality: The DS in turn is responsible for the quality of the service provided, and must ensure that each interaction is correctly categorised and documented until it is closed, as well as ensuring that the established flows are correctly monitored. - Complaints management: Related to the quality area, it is the DS's responsibility to manage all complaints from the end customer that have occurred either due to malpractice or the unsatisfactory resolution of an intervention. **This role requires previous experience with**: - Basic Active Directory administration; - Basic network management; - Office automation tools; - Shared folder management; - Printer and peripheral management; **What we offer** - Competitive salary with 14 installments/year and meal vouchers. - Special referral bonuses for recommending your friends; - Possibility to following trainings via Stefanini University, IT and soft skills training provided by our specialists. - Opportunities for professional development in a stable multinational environment. - Exposure to an international environment as part of a multicultural team spread across Europe. **What's next**: The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job. **Diversity & Inclusion** Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality.

We understand and encourage the importance of being you! **About us**

Contratto di lavoro: Tempo pieno, Tempo determinato Durata contratto: 6 mesi

Benefit: - Assistenza sanitaria integrativa - Buoni pasto Disponibilità: - Festivo - Turni - Turno diurno - Turno notturno - Weekend