Service Desk Agent

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at for verification.

Key Points to Remember:

Legitimate job offers only follow interviews conducted with our hiring managers or clients.

We will never ask for payment at any stage of the recruitment process.

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation!

In this position, as a Service desk agent, your role will be to provide 1st line support for internal/external users at client's systems operations within their Network Operations Division (where mission critical systems are supported).

It's an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests.

The Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met.

This role requires the availability to cover 24/7 (Monday to Sunday) shifts - company car is provided.

Key Responsibilities:

Provide 1st Level End-user support for client users including:

• Support for specific client software and applications (installation, error messages, tweaking);
• Analyzing support requests sent by the customer by calls, mail, in person and web submit;
• Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system;
• Examining all problems, evaluating complexity, impact and priority;
• Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's;
• Escalating problems according to procedures; to the client support groups or to the 2nd level;
• Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately;
• Assist with defining and documenting knowledge base articles;
• Assist with special project work as needed;
• Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings);
• Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity).

• Flexibility and able to adapt to different work environment;
• IT knowledge and previous experience to be able to resolve IT issues on the go;
• Fast learner;
• Previous successful customer service experience is considered an advantage;
• Strong analytical, technical, problem solving and organizational skills;
• Strong written and oral communication skills;
• Team player, self-motivated, organized, detail oriented and able to handle changing priorities;
• Able to communicate problems/issues to customers in a non-technical manner;
• Flexibility. Working hours: shifts rotation to cover 24/7 (Monday to Sunday);
• Proficiency in English.

Work conditions:

• Working hours: 40 working hours per week, 24/7 (day shifts, night shifts, weekend shifts)
• Contract type: Permanent contract
• Working setup (hybrid, on site, remote): 100% onsite

What we offer:

The final salary offer will be determined based on gender-neutral, objective criteria, such as, but not limited to the experience and seniority level required for the role, as outlined in the job description. This will be further assessed during the technical interview.

• Special referral bonuses for recommending your friends;
• Possibility to following trainings via Stefanini Linkedin Learning, 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.

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.

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at and we'll be happy to assist!

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!

Windows, Self motivated, Escalating Issues, Adaptability, Provide Software, Installation, Customer Service, Help Desk, Support Groups, Critical Systems, Ticketing Systems, 2nd Level Support, Communication, Customer Experience, Work efficiently, Support Requests, End User Support, Network operations, Manners, Attention to detail, Communication, Fast Learner, VOS, Troubleshoot, Metric, Networks, Organization Skills, IT skills, Client Support, Project Work, ASA, Knowledge base, Customer Requests, Personal computers, System Operation, Flexibility, Organization Skills, Networking, Client Software, Problem Management, Evaluation, Customer Management, Failure Analysis

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