Agente service Desk 1º nível

Inetum; Lisboa; Presencial; EUR 21 000 - 27 000; Tempo integral

Resumo da oferta

Inetum in Lisbon is seeking a dedicated 1st line IT support specialist to be the main contact for users, delivering remote assistance and handling incidents promptly.

The role includes logging tickets, basic troubleshooting of hardware and software, supporting Microsoft 365 services, and performing basic user administration (Active Directory / Entra ID) with SLA-driven escalation when needed.

Qualificações

• Provide first-line IT support as main contact for users.
• Log and manage tickets using ITSM tools.
• Deliver remote support (phone, email, chat).
• Troubleshoot low-complexity hardware and software issues.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Perform basic user administration (Active Directory / Entra ID).
• Escalate incidents when required and ensure SLA compliance.
• Experience in IT support (1st line).
• Knowledge of Windows 10/11.
• Basic networking knowledge (TCP/IP, DNS, VPN).
• Experience with ticketing tools.
• Strong communication and user orientation.

Responsabilidades

• Log and manage tickets using ITSM tools.
• Deliver remote support (phone, email, chat).
• Troubleshoot low-complexity issues (hardware, software, access).
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Perform basic user administration (Active Directory / Entra ID).
• Escalate incidents when required and ensure SLA compliance.

Conhecimentos

IT support

Remote support

Windows 10/11

Active Directory

Microsoft 365

TCP/IP DNS VPN

Ticketing tools

Communication skills

Ferramentas

ITSM tools

Remote desktop tools

Descrição da oferta de emprego

Inetum is a European leader supporting organizations as they navigate continuous technological change.

With deep industry expertise, a strong innovation culture, and a scalable international model, we help clients transform their operations and generate sustainable impact across business and society.

Guided by European values, we empower local businesses to create positive impact and unlock society’s full potential. This vision drives us to deliver on our promises, attract the best talent, and turn uncertainty into opportunity, building a future where technology unleashes the possibilities within us all.

Provide first-line IT support as the main point of contact for users, ensuring efficient handling and resolution of incidents and service requests.

Main Responsibilities

• Log and manage tickets using ITSM tools


• Deliver remote support (phone, email, chat)


• Troubleshoot low-complexity issues (hardware, software, access)


• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)


• Perform basic user administration (Active Directory / Entra ID)


• Escalate incidents when required


• Ensure SLA compliance


• Experience in IT support (1st line)


• Knowledge of Windows 10/11


• Basic networking knowledge (TCP/IP, DNS, VPN)


• Experience with ticketing tools


• Strong communication and user orientation