IT Service Desk Porto

IT Service Desk
Porto
Porto, Porto District, Portugal

Job description:

INTERNSHIP PURPOSE:

Gain practical experience and support the global 1st Line Service Desk team from COFCO International's Centre of Excellence in Porto. Collaborate with IT Service Desk teams across various COFCO International locations to help deliver a unified and
- quality IT support service.

RESPONSIBILITIES:

• Assist with ticket triage using the Service
  Now ITSM tool;
• Review ticket descriptions to ensure they contain all necessary information for processing;
• Verify that the ticket description aligns with the selected service category and update it if needed;
• Communicate with users via Microsoft Teams, email, or phone when clarification is required;
• Assign tickets to other Service Desk team members for resolution;
• Escalate tickets to Level 2 teams when they fall outside the predefined scope of the Service Desk or lack supporting knowledge articles;
• Create, update, and suggest improvements for the End User and Service Desk Knowledge Base.

GOALS TO BE ACHIEVED:

The intern will have the opportunity to contribute to the team by:

• Helping to meet SLA targets;
• Reducing ticket
  - backs;
• Improving overall service quality;
• Enhancing customer satisfaction.

REQUIREMENTS:

• Analytical mindset;
• Listening;
• Communication;
• Empathy;
• Team Player;
• Investigation Sense;
• Fluent in English.