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Telemaco Borba, BR

Title:  Service Desk Agent

Service Desk Agent


Kemira is a global company providing chemicals and expertise to operations around the world. We are committed to being our customers’ first choice by bringing sustainable value through improved product quality, better process and resource efficiency. We offer a result-oriented and collaborative culture that empowers you to drive excellence and innovation with a major impact on the future. If you have the right mix of curiosity, business acumen and service excellence to help our customers succeed, we want to talk to you.


We are seeking a driven Service Desk Agent for our IT function in Brazil.


Kemira’s functional support groups, for all of our business segments in the Americas, include HR, IT, Finance & Accounting, EHSQ, Legal and Communications and are managed from our Telemaco Borba Office. This position will work out of our TB Office in Telemaco Borba - Paraná, Brazil and report to the Team Lead.


The Service Desk Agent is responsible for giving first line IT support for Kemira end-users. Tasks will include handling and resolving service requests and incidents which are reported via e-mail, self-service portal or telephone, troubleshooting desktop and laptop PC's and escalating issues to 2nd tier support when necessary.


Your responsibilities will include:

  • Be the first point of contact for both internal end-users and outsourcing providers.
  • Record, analyze, categorize and prioritize incoming tickets
  • Provide first line support to Kemira end-user with common issues, such as:  password changes, VPN account problems, etc.
  • Perform initial troubleshooting, support and investigate incidents according to impact, resolution or error identification
  • Assign tickets further, either to technical operations or on-site personnel in line with Incident Management process
  • Ensure that tickets are timely addressed and resolved
  • Ensure that tickets are processed/resolved/escalated in compliance with Kemira Global Service Desk’s processes and procedures
  • Ensure that tickets are processed/resolved/escalated within Kemira Global Service Desk’s targets
  • Ensure that resolution progress is communicated to the end-user in a timely manner
  • Record user acceptance on provided solution
  • Follow end-user care philosophy that ensures end-user satisfaction in line with Kemira IT policy
  • Work to ensure that the Global Service Desk meets industry standards
  • Work on IT Onsite activities


This position may also work as back-up for the back-office service desk agent and on-site technicians. In the role of on-site technician, the Service Desk Agent is responsible for activities that require a physical presence on-site and cannot be reached with remote access to IT systems.


Desired skills and experience:

A post secondary education is preferred along with a minimum of 2 years related experience as a Service Desk Agent.

Other skills/experience required are:

  • Good English communication skills, both verbal and written
  • Positive customer service attitude

Desired skills:

  • ITIL foundation certification
  • Spanish - intermediate


Location: Telemaco Borba

Category: IT

Job Type: Full Time


Find the right mix of experiences and opportunities at Kemira.

Please apply with CV at

Kemira is an equal opportunity employer.