Junior Service Desk/Desktop Managment

SmartRecruiters, Inc.; Porto; Híbrido; EUR 10 000 - 11 000; Tempo integral

Resumo da oferta

Inetum is seeking a remote IT support specialist to provide first-level assistance to End Users through multiple channels, ensuring proper ticket handling and documentation in the ITSM platform.

The role involves creating and updating procedures, maintaining asset inventories, and escalating complex issues to appropriate teams. Strong communication and autonomous work style are essential, with potential remote shifts. Knowledge of Chrome OS and Windows 10/11 is required.

Qualificações

• Experience providing remote IT support to end users.
• Knowledge of Chrome OS.
• Knowledge of Windows 10 and Windows 11.
• Experience working with ITSM tools and ticket management processes.
• Strong communication, customer service, and problem-solving skills.
• Ability to document technical procedures and user interactions accurately.
• Ability to work autonomously and manage multiple priorities.

Responsabilidades

• Provide remote IT support to End Users via multiple channels.
• Ensure the complete process of ticket registration, categorization, troubleshooting, resolution, and/or escalation according to established procedures.
• Document all activities, actions, and interactions within the ITSM platform during the handling of incidents and service requests.
• Create and maintain technical procedures and support documentation.
• Update tickets with detailed information regarding actions performed, troubleshooting steps, and resolution outcomes.
• Maintain and update the asset inventory of supported devices and equipment.
• Provide first-level technical support and troubleshooting for end-user devices and operating systems.
• Ensure adherence to service processes, quality standards, and SLA requirements.
• Escalate unresolved issues to the appropriate support teams when necessary.
• Contribute to the continuous improvement of support processes and knowledge base documentation.

Conhecimentos

Remote IT support

ITSM platforms

Strong communication

Documentation

Ferramentas

ITSM tools

Descrição da oferta de emprego

• Compensation: EUR 920 - EUR 1,000 - monthly

Company Description

Inetum is a global digital services company focused on enabling businesses and organizations to accelerate their digital transformation. Operating in 19 countries with more than 28,000 professionals worldwide, Inetum combines innovation, expertise, and a people-centric approach to deliver impactful technology solutions. Join us and be part of a dynamic, collaborative, and forward-thinking organization.

Job Description

Objective:

• Provide remote IT support to End Users, handling requests received through multiple channels such as phone, email, ITSM platforms, and other support channels.
• Ensure the complete process of ticket registration, categorization, troubleshooting, resolution, and/or escalation according to established procedures.
• Document all activities, actions, and interactions within the ITSM platform during the handling of incidents and service requests.

Main Responsibilities:

• Create and maintain technical procedures and support documentation.
• Update tickets with detailed information regarding actions performed, troubleshooting steps, and resolution outcomes.
• Maintain and update the asset inventory of supported devices and equipment.
• Provide first-level technical support and troubleshooting for end-user devices and operating systems.
• Ensure adherence to service processes, quality standards, and SLA requirements.
• Escalate unresolved issues to the appropriate support teams when necessary.
• Contribute to the continuous improvement of support processes and knowledge base documentation.

Technologies:

• Chrome OS
• Windows 10
• Windows 11

Qualifications

• Experience providing remote IT support to end users.
• Knowledge of Chrome OS.
• Knowledge of Windows 10 and Windows 11 operating systems.
• Experience working with ITSM tools and ticket management processes.
• Strong communication, customer service, and problem-solving skills.
• Ability to document technical procedures and user interactions accurately.
• Ability to work autonomously and manage multiple priorities.

Observations:

• Shift schedules may operate between 7:00 AM and 11:00 PM, 7 days per week (shift-based environment).
• Possibility of remote work during specific shifts, subject to compliance with service requirements and internal policies.
• Previous experience in IT Service Desk, Help Desk, or Customer Support environments is highly valued.
• Strong communication skills, initiative, and a proactive attitude are highly appreciated.
• Availability to participate in on-call support activities should be considered and agreed upon between the supplier and the consultant.

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