IT Helpdesk 100% Office

act digital; Lisboa; Presencial; EUR 36 000 - 48 000; Tempo integral

Resumo da oferta

act digital is seeking an IT Desktop Support Engineer to support a large enterprise with operations across Portugal. You will be the primary contact for end-user IT support, handling hardware, software, mobility and networking across multiple sites while ensuring fast, reliable service and adherence to SLAs.

You will work with local and global IT teams to maintain operational continuity, improve end-user experience, and support secure device deployment following corporate IT policies.

Qualificações

• Experience providing Level 1 and Level 2 Desktop Support.
• Strong troubleshooting skills across hardware and software environments.
• Hands-on experience with Windows, macOS, Microsoft Office.
• Experience supporting Laptops, Desktops, Tablets; managing asset lifecycles.

Responsabilidades

• Deliver on-site and remote IT support for end users across multiple sites.
• Diagnose and resolve hardware, software, and connectivity issues.
• Manage device provisioning, replacements, upgrades, and lifecycle activities.
• Maintain asset inventory and ITSM records; update documentation.

Conhecimentos

Desktop Support

Troubleshooting

Windows

macOS

Microsoft Office

ServiceNow

ITSM

Networking

Mobility

Security best practices

Ferramentas

ServiceNow

Descrição da oferta de emprego

We are looking for an IT Desktop Support Engineer to join a large-scale enterprise environment supporting over 12,000 users across multiple locations in Portugal.

You will act as the primary point of contact for end-user IT support, ensuring employees receive fast, reliable, and high-quality assistance for hardware, software, mobility, networking, and workplace technology services. This role combines hands‑on technical support, asset management, incident resolution, and workplace infrastructure support within a dynamic and customer‑focused environment.

Working closely with local and global IT teams, you will play a key role in maintaining operational continuity, improving the end-user experience, and ensuring compliance with security and service standards.

As an IT Desktop Support Engineer, you will:

• Deliver exceptional on‑site IT support to end users.
• Ensure rapid resolution of hardware, software, and connectivity issues.
• Manage the deployment and lifecycle of workplace devices.
• Maintain a secure, stable, and efficient end‑user computing environment.
• Contribute to service excellence while meeting SLA commitments.
• Support business users across multiple sites and operational hubs.

End-User Support

• Act as the first point of contact for desktop support issues.
• Diagnose and resolve hardware, software, and operating system issues.
• Provide support for:
• Desktop PCs
• Laptops
• Tablets
• Thin Clients
• Audio-Visual Equipment
• Telecom Solutions
• Deliver both on‑site and remote support when required.
• Ensure minimal disruption to business operations.
• Manage incidents and service requests through ServiceNow.
• Track, document, and update support activities within ITSM tools.
• Escalate complex issues to specialized teams when necessary.
• Ensure compliance with SLA targets and service quality standards.
• Maintain accurate records of all support and operational activities.
• Deploy, configure, and support:
• Windows Devices
• Manage device provisioning, replacements, upgrades, and lifecycle activities.
• Support software installation, troubleshooting, updates, and reinstalls.
• Maintain accurate asset inventory and device allocation records.
• Support warranty tracking and equipment management.

Networking & Infrastructure Support

• Troubleshoot:
• Corporate Networking
• Wi‑Fi Connectivity
• Device Connectivity Issues
• Support network patching activities and root cause investigations.
• Resolve printing and multifunction device issues.
• Assist with office moves, workplace setups, and infrastructure changes.

Customer Experience & Service Excellence

• Deliver a high‑quality customer experience across all interactions.
• Build strong relationships with business stakeholders.
• Communicate effectively and proactively regarding incidents and service requests.
• Manage users with different technical capabilities and expectations.
• Act as a trusted technology partner for end users.

Security & Compliance

• Ensure compliance with corporate IT policies and security standards.
• Support secure device deployment and configuration.
• Follow IT Security and operational governance procedures.
• Contribute to disaster recovery readiness and business continuity requirements.

Documentation & Reporting

• Maintain technical documentation and support knowledge bases.
• Produce operational reports and inventory tracking information.
• Document recurring issues and resolutions for future reference.
• Contribute to process improvements and service optimization initiatives.

What We're Looking For

Mandatory Requirements

• Experience providing Level 1 and Level 2 Desktop Support.
• Strong troubleshooting skills across hardware and software environments.
• Hands‑on experience with:
• Windows
• macOS
• Microsoft Office
• Experience supporting:
• Laptops
• Desktops
• Tablets
• Experience using:
• ServiceNow
• ITSM Platforms
• Strong customer service and communication skills.
• Experience working in fast‑paced enterprise environments.
• Ability to work independently while collaborating effectively within a team.

End‑User Computing

• Windows
• macOS
• iOS
• Microsoft Office
• Device Management
• Hardware Lifecycle Management

IT Service Management

• ServiceNow
• SLA Management
• Asset Management

Infrastructure & Connectivity

• Wi‑Fi Troubleshooting
• Network Connectivity
• Printing Solutions
• MFD Support

Mobility & Workplace Technology

• iPhone Support
• Tablets
• Audio‑Visual Equipment

Reporting & Administration

• Asset Inventory Management
• Reporting
• Documentation
• Knowledge Base Maintenance

Nice to Have

• Experience within Banking or Financial Services environments.
• ITIL Foundation Certification.
• Microsoft Certifications.
• Hardware Vendor Certifications.
• Knowledge of financial services applications and software.