Service Desk Portugués Senior

HCL is looking for a L1 Service Desk with the following requirements:

Language: Portuguese required

Job Description:

1. Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer’s end users.
2. Classify service calls according to the specified options.
3. Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
4. Coordinate with level 2 and 3 support staff that provide hardware/software/network problem resolution.

Skills:

1. 2-3 years of experience in a similar role.
2. High school certificate.
3. Customer-focused.
4. Time availability is required.
5. Thorough knowledge of troubleshooting remote access issues.
6. Able to articulate and speak with a clear voice.
7. Must have empathy with end users.
8. Good writing techniques (English).
9. Experience with: Citrix, ServiceNow, Active Directory, and connections to VPNs.

What we offer:

• Life insurance.
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 13% (up to MXN $4,100 monthly).
• Food vouchers 10% (up to MXN $3,100 monthly).
• 30 days bonus.
• 12 days of vacation in the first year, increasing by 2 as dictated by law.