IT Desktop Support Analyst

HN Services Portugal; Lisboa; On-site; EUR 22,000 - 32,000; Full time

Job summary

HN Services Portugal is seeking an IT Desktop Support Analyst to join our Lisbon/Porto teams. You will deliver Level 1 and Level 2 desktop support across hardware, software, apps and mobile devices, troubleshooting incidents and requests for users in a banking-grade environment.

You will support Windows and macOS devices, deploy OS builds, manage IT assets and contribute to projects and continuous improvements. Strong communication and service-minded attitude are essential in this on-site role.

Qualifications

• Experience delivering IT Desktop/End User support at L1/L2 levels.
• Strong knowledge of Windows and macOS environments.
• Experience with ServiceNow or other ITSM tools.
• Proven ability to troubleshoot hardware, software and business applications.
• Good English communication and customer service skills.

Responsibilities

• Provide Level 1 and 2 desktop support for incidents and requests.
• Deploy and support desktops, laptops, tablets, mobile devices and AV equipment.
• Support Windows and macOS environments including OS deployment.
• Troubleshoot Microsoft Office and other business applications.
• Manage incidents using ServiceNow and meet SLAs.

Skills

IT Desktop Support

End User Support

Windows

macOS

Networking

Troubleshooting

Documentation

English Proficiency

Customer Service

Tools

ServiceNow

ITSM

Job description

We're looking for an IT Support Analyst (Lisbon/Porto)

Who We're Looking For

We are looking for an IT Desktop Support Analyst to join an international banking environment, providing Level 1 and Level 2 desktop support across hardware, software, applications and mobile devices. The role involves troubleshooting incidents and requests, supporting users across Windows and macOS environments, managing IT assets and contributing to projects and continuous improvement initiatives.

Professional Experience & Main Tasks

• Provide Level 1 and Level 2 desktop support for hardware and software-related incidents and requests.
• Deploy, configure and support desktops, laptops, thin clients, tablets, mobile devices, telecoms and audio-visual equipment.
• Support Windows and macOS environments, including operating system deployment and troubleshooting.
• Provide support for iOS and mobile devices, including laptops, iPhones and tablets.
• Install, configure, troubleshoot and maintain corporate and bespoke applications.
• Manage incidents and service requests using ServiceNow, ensuring SLAs and service guidelines are met.
• Troubleshoot Microsoft Office, messaging and other business applications.
• Provide support for networking and Wi-Fi, including troubleshooting, patching and root cause analysis.
• Support moves, office relocations and project-related IT activities when required.
• Support printing and MFD environments.
• Maintain accurate IT asset and inventory records, including device deployments, user assignments and warranty information.
• Contribute to IT projects, transitions, migrations and transformation initiatives.
• Create and maintain knowledge bases and technical documentation.
• Prepare reports, analyse support data and provide clear summaries to stakeholders.
• Liaise with technical teams, global support teams and business users to ensure effective issue resolution.
• Escalate complex incidents when required and act as an effective point of escalation for mobility and desktop support.
• Follow IT security, service management and operational guidelines.
• Support disaster recovery activities and requirements when necessary.

Skills & Experience

• Professional experience in IT Desktop Support / End User Support at Level 1 and Level 2.
• Strong experience with Windows and macOS environments.
• Experience supporting Microsoft Office and messaging products.
• Experience with ServiceNow or other ITSM tools.
• Experience troubleshooting hardware, software and business applications.
• Experience supporting mobile devices, including iOS, laptops and tablets.
• Good understanding of Microsoft operating system deployment and build methodologies.
• Strong customer service and communication skills.
• Ability to work independently while also collaborating effectively within a team.
• Strong troubleshooting and problem-solving skills.
• Ability to work in a high-tempo production environment while supporting project activities.
• Good organisational skills and ability to manage multiple priorities.
• Flexibility and adaptability to work with different teams and support locations.
• Previous experience in the banking or financial services sector is highly valued.
• ITIL Foundation, Microsoft certifications or hardware certifications are a plus.

Language Requirement

• English (B2)

Work Setup

OnSite