24/7 Help Desk Specialist (L1)

Shiji Group; Faro; Hybrid; EUR 21,000 - 32,000; Full time

Job summary

Shiji Group in Almancil, Portugal, is seeking a customer-focused Help Desk Specialist. This shift-based role provides 24/7 support, logging and diagnosing requests via calls or ticketing systems, and escalating incidents to maintain SLA targets.

Ideal candidates are fluent in English and German, with strong analytical, organizational, and communication skills. ITIL familiarity and experience with ZOHO Desk/JIRA are a plus.

Qualifications

• Fluent in English; German language skills required.
• Experience in customer service or help desk roles is preferred.
• Strong analytical and problem solving abilities.
• Excellent communication and multitasking capabilities.
• Proven ability to document and update tickets accurately.

Responsibilities

• Provide first level contact and resolve customer issues or escalate as needed.
• Log, categorize, prioritize, and track incidents in ticketing systems.
• Diagnose issues and coordinate with teams to resolve them within SLAs.
• Follow SLA guidelines and provide status updates to customers.
• Escalate high priority issues to supervisors when required.
• Maintain up-to-date knowledge of products and internal procedures.

Skills

Fluent English

German language

Analytical skills

Organizational skills

Communication skills

Tools

ZOHO Desk

JIRA

Microsoft Office

Job description

Shiji Group in Almancil, Portugal, is seeking a customer-focused Help Desk Specialist. This shift-based role provides 24/7 support, logging and diagnosing requests via calls or ticketing systems, and escalating incidents to maintain SLA targets.

Ideal candidates are fluent in English and German, with strong analytical, organizational, and communication skills. ITIL familiarity and experience with ZOHO Desk/JIRA are a plus.