Service Desk Senior Agent

Experience: 3–5 years We are seeking an experienced Service Desk Senior Agent to lead IT Infrastructure Service Desk operations and ensure exceptional service delivery. The ideal candidate will have a strong track record in managing SLAs and KPIs, providing voice-based support, and offering multilingual assistance. Key Responsibilities Service Desk Management: Oversee daily operations to ensure efficient and effective IT support. SLA & KPI Compliance: Monitor and maintain service levels and performance metrics. Voice Support: Deliver technical assistance via voice calls, resolving infrastructure issues promptly. Multilingual Support: Provide support in English and at least one additional language (Portuguese, French, Canadian French, Spanish, German, Polish, Vietnamese, or Mandarin). Incident Resolution: Manage incidents with accurate documentation and timely follow-up. Problem Solving: Diagnose and resolve technical issues with effective solutions. Collaboration: Work closely with IT teams and stakeholders for seamless service delivery. Mentorship: Train and guide junior agents to build a skilled and collaborative team. Documentation: Maintain clear and comprehensive process and resolution records. Qualifications Experience: 3–5 years in IT Infrastructure Service Desk operations. Technical Skills: Strong knowledge of IT infrastructure (hardware, software, networks). SLA & KPI Expertise: Proven ability to meet performance targets. Communication: Excellent verbal and written skills in English and one additional language. Problem-Solving: Analytical mindset to troubleshoot and resolve issues. Customer Service: Commitment to delivering a positive user experience. Certifications: ITIL, CompTIA A or equivalent (preferred). Preferred Skills Familiarity with ITSM tools and remote support techniques. Knowledge of ITIL best practices.

Location: São Paulo, BR

Posted Date: 11/2/2025