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IT Service Desk - Trainee

Location: 

Porto, Porto, Portugal

COFCO International is a global agri-business with a clear vision, strong values and a positive culture, focused on being a leader in the global grains, oilseeds and sugar supply chains. We provide the food the world needs in a responsible way. Headquartered is Geneva, Switzerland, we are ambitious, with the right structures and culture to meet the world's increasing and changing needs. With 11,000+ people in 35 countries, our global portfolio includes assets across the Americas, Europe, Africa, Middle East, and Asia-Pacific. We trade with over 50 nations, while providing farmers unique direct access to the growing Chinese market.

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 high-quality IT support service. 

 

RESPONSIBILITIES:

  • Assist with ticket triage using the ServiceNow 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 bounce-backs;

  • Improving overall service quality;

  • Enhancing customer satisfaction.

 

REQUIREMENTS:

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

 

COFCO International is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability status, protected veteran status or any other characteristic protected by law.   www.cofcointernational.com

Please refer to our Candidate Privacy Notice (https://www.cofcointernational.com/data-privacy-center/global-candidate-privacy-policy/) to know how COFCO collects and processes your personal data during your job application.

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