Bilingual Service Desk Analyst – Portuguese/English

Inetum; Lisboa; Sur place; EUR 21 000 - 32 000; Plein temps

Résumé du poste

Inetum is seeking a Service Desk professional to provide first-line support in Portuguese and English. You will handle inquiries from citizens and organizations, document incidents, and guide users through registration and qualification processes.

The role emphasizes efficient incident handling, SLAs adherence, and collaboration with second-line teams. The ideal candidate has a Bachelor's degree and at least two years in customer service or incident management, with experience in ticketing

Qualifications

• Bachelor's degree required.
• Minimum of 2 years of experience in customer service, incident management or direct external communication.
• Experience with incident management, ticketing systems, and contact centre platforms.

Responsabilités

• Provide first-line support via telephone and email in Portuguese and English.
• Register, analyze, and respond to requests from citizens and organizations.
• Create and maintain incident records in the incident management platform.
• Classify, prioritize, and track incidents according to procedures.
• Provide information on registration processes, self-identification, and qualification procedures.
• Follow predefined scripts and knowledge base for diagnosis and response.
• Resolve requests at first contact when possible.
• Escalate complex cases to second-line support with complete information transfer.
• Monitor incidents through to resolution with audit trail.
• Ensure compliance with SLAs and information security requirements.
• Participate in training and knowledge updates.

Connaissances

Customer service

Incident management

Stakeholder communication

First-line support

Formation

Bachelor's degree

Outils

Incident management systems

Ticketing systems

Contact centre platforms

Microsoft Office Suite

Web-based applications

Description du poste

Inetum is seeking a Service Desk professional to provide first-line support in Portuguese and English. You will handle inquiries from citizens and organizations, document incidents, and guide users through registration and qualification processes.

The role emphasizes efficient incident handling, SLAs adherence, and collaboration with second-line teams. The ideal candidate has a Bachelor's degree and at least two years in customer service or incident management, with experience in ticketing