Remote IT Support & Service Desk Specialist

Decskill; Porto; Híbrido; EUR 21 000 - 32 000; Tempo integral

Resumo da oferta

Decskill in Porto is seeking an IT Support Analyst to provide remote assistance to end users and ensure effective resolution of incidents and service requests. The role involves troubleshooting, documenting activities, and maintaining knowledge bases.

The ideal candidate will have experience in ITSM, incident management, and delivering strong customer service. Hybrid/remote work is available according to service rules and operational needs.

Qualificações

• Experience providing remote IT support to end users.
• Familiarity with incident management and service request handling.
• Ability to document activities clearly in ITSM tools.
• Strong customer service mindset and communication skills.

Responsabilidades

• Provide remote IT support to end users through multiple channels (phone, email, ITSM).
• Register, categorize, troubleshoot, and resolve or escalate incidents and requests.
• Ensure all activities and user interactions are documented in the ITSM tool.
• Create and maintain technical procedures and knowledge documentation.
• Update tickets with detailed actions and validations.
• Maintain accurate records of equipment and assets supported or updated.
• Ensure compliance with support processes and escalation paths.
• Deliver high-level customer service while handling multiple requests.
• Utilize ITSM systems for ticket management and documentation.
• Follow operational procedures and maintain accurate records.
• Work in a hybrid/remote setup according to service rules.

Conhecimentos

Remote IT support

ITSM tools

Incident management

Documentation

Customer service

Communication skills

Problem solving

Rotating shifts

Ferramentas

ITSM platforms

Descrição da oferta de emprego

Decskill in Porto is seeking an IT Support Analyst to provide remote assistance to end users and ensure effective resolution of incidents and service requests. The role involves troubleshooting, documenting activities, and maintaining knowledge bases.

The ideal candidate will have experience in ITSM, incident management, and delivering strong customer service. Hybrid/remote work is available according to service rules and operational needs.