Do you want to work in a fast-growing, global company with an open communication culture and agile development processes? Do you want to make things happen and actively develop them further? Then become part of our international LIXIL Global Team at our location in Albergaria-a-Velha (Portugal). Purpose: To provide 1st level IT / Digital Support to end-users globally. Main role / Responsibilities: You will be involved in the IT / Digital Service Desk team and will be responsible for: 1st level end-user Support: Assist end-users in troubleshooting and resolving issues related to IT Software and Hardware request and incident management: Track and manage service requests and incidents using a ticketing system, following established processes and service level agreements. Initiation of Problem Management: Support in solving problems arising from repetitive incidents and suggest long-term fixes that will be aligned with 2nd level support teams and specialists. User training and documentation: Conduct training sessions and create user documentation to educate end-users on 1st level software or hardware functionalities, best practices, and self-service resources. Keep knowledge base articles up to date to enable users to resolve common issues independently. Actively participate in building a global AI powered (ChatGPT/Outsystems) knowledge base to assist end users and build the future of IT support within LIXIL. Collaboration and communication: Collaborate with cross-functional teams, including developers, functional consultants, and business users, to address complex issues, provide insights, and contribute to system enhancements. Communicate effectively with stakeholders at various levels to understand requirements and deliver solutions. Job Requirements: High school diploma from a professional school in the IT area. At least 1 year experience in Service Desk operations (not mandatory). Effective communication skills, both written and verbal, are crucial to working with customers and team members to understand and resolve issues effectively. A customer-focused mindset with the ability to empathize with customers, provide exceptional service, and maintain a positive customer experience. Ability to work collaboratively with other team members to resolve complex issues and ensure timely delivery of support. A desire to continuously learn and improve their SAP knowledge and technical skills to stay up to date with the latest industry trends and best practices. Comfortable working in a fast-paced, dynamic, and global environment. #J-18808-Ljbffr
