Junior Service Desk/Desktop Managment

Inetum; Porto; Híbrido; EUR 18 000 - 30 000; Tempo integral

Resumo da oferta

Inetum in Porto, Portugal is seeking an IT support specialist to deliver remote assistance to end users. You will troubleshoot issues across Chrome OS and Windows 10/11 and operate with ITSM ticketing tools to resolve requests efficiently.

The role requires strong communication, documentation, and the ability to handle multiple priorities in a shift-based environment with potential remote work during selected hours.

Qualificações

• Experience providing remote IT support to end users.
• Familiarity with Chrome OS and Windows 10/11.
• Experience with ITSM tools and ticket management processes.
• Strong communication and problem-solving skills.

Responsabilidades

• Provide remote IT support to end users via multiple channels.
• Handle ticket lifecycle: registration, categorization, troubleshooting, resolution or escalation.
• Document actions in ITSM platform and update tickets with results.
• Maintain asset inventory of supported devices and equipment.
• Escalate unresolved issues to appropriate teams.
• Contribute to knowledge base and process improvements.

Conhecimentos

Remote IT support

Chrome OS

Windows 10

Windows 11

ITSM tools

Communication skills

Documentation

Autonomy

Ferramentas

ITSM ticketing systems

Descrição da oferta de emprego

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

Profile

• - 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.

About Inetum

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.

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