Global Service Desk Analyst — 24/7 Support

Primeit; Porto; Presencial; EUR 18 000 - 28 000; Tempo integral

Resumo da oferta

Primeit is seeking a Service Desk Analyst in Portugal to join a diverse, international team. The role focuses on providing L1 IT support, troubleshooting Windows environments, and assisting end-users with AD and identity issues.

Ideal candidates have 2+ years of experience, strong communication, and a proactive, customer-focused mindset. Rotation over a 24/7 shift is required, with opportunities to grow in an expanding global group.

Qualificações

• 2+ years of experience in Service Desk / IT Support, preferably in an international environment.
• Experience providing L1 technical support via phone, email and ticketing systems.
• Good knowledge of Windows Operating Systems, Microsoft 365 / O365 and standard business applications.
• Experience with Active Directory, including password resets, account unlocks and user administration.
• Experience with ticketing tools such as ServiceNow.
• Experience with tools such as Genesys and BeyondTrust (Bomgar) is a plus.
• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN and Wi‑Fi.
• Experience troubleshooting hardware, software, printers and other IT peripherals.
• Knowledge of Microsoft Intune and device configuration is a plus.
• Experience troubleshooting Microsoft Teams Rooms (MTR) and AV-related issues.
• Basic understanding of Major Incident Management (MIM) and ITIL processes.
• Strong troubleshooting, problem-solving and prioritization skills.
• Excellent communication and customer service skills, with the ability to support and explain technical issues to non-technical users.
• Proactive mindset, team spirit and a strong focus on continuous improvement.
• Availability to work in a rotational 24/7 shift environment.
• Czech CEFR B2 or higher.

Responsabilidades

• Provide L1 technical support via phone, email and ticketing systems.
• Troubleshoot Windows OS, software, hardware and peripherals.
• Support Active Directory password resets, account unlocks and user administration.
• Utilize ServiceNow for ticket lifecycle management.
• Assist with ITIL processes and Major Incident Management as needed.

Conhecimentos

Troubleshooting

Communication

Customer service

Prioritization

Team player

Ferramentas

ServiceNow

Genesys

BeyondTrust

Microsoft Intune

Descrição da oferta de emprego

Primeit is seeking a Service Desk Analyst in Portugal to join a diverse, international team. The role focuses on providing L1 IT support, troubleshooting Windows environments, and assisting end-users with AD and identity issues.

Ideal candidates have 2+ years of experience, strong communication, and a proactive, customer-focused mindset. Rotation over a 24/7 shift is required, with opportunities to grow in an expanding global group.