Assistente de Suporte TI l PCD - (Vaga afirmativa para pessoas com deficiência)

Conduct first-level support for users via official channels, including diagnosing hardware, software, and network issues. Register, classify, and categorize incidents and requests in the ITSM tool while executing troubleshooting procedures for credentials, software installation, and device configuration. Guide users on system utilization, track ticket progress, and escalate complex incidents to second-level teams as needed. Maintain updated call records, support asset inventory, and identify recurring problems for reporting. Adhere to established SLAs and contribute to documentation and knowledge base updates.