Service Desk

Inetum; Lisboa; On-site; EUR 21,000 - 32,000; Full time

Job summary

Inetum is seeking a Service Desk professional to provide first-line support in Portuguese and English. You will handle inquiries from citizens and organizations, document incidents, and guide users through registration and qualification processes.

The role emphasizes efficient incident handling, SLAs adherence, and collaboration with second-line teams. The ideal candidate has a Bachelor's degree and at least two years in customer service or incident management, with experience in ticketing

Qualifications

• Bachelor's degree required.
• Minimum of 2 years of experience in customer service, incident management or direct external communication.
• Experience with incident management, ticketing systems, and contact centre platforms.

Responsibilities

• Provide first-line support via telephone and email in Portuguese and English.
• Register, analyze, and respond to requests from citizens and organizations.
• Create and maintain incident records in the incident management platform.
• Classify, prioritize, and track incidents according to procedures.
• Provide information on registration processes, self-identification, and qualification procedures.
• Follow predefined scripts and knowledge base for diagnosis and response.
• Resolve requests at first contact when possible.
• Escalate complex cases to second-line support with complete information transfer.
• Monitor incidents through to resolution with audit trail.
• Ensure compliance with SLAs and information security requirements.
• Participate in training and knowledge updates.

Skills

Customer service

Incident management

Stakeholder communication

First-line support

Education

Bachelor's degree

Tools

Incident management systems

Ticketing systems

Contact centre platforms

Microsoft Office Suite

Web-based applications

Job description

• Compensation: EUR 920 - EUR 920 - monthly

Company Description

Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services

Job Description

We are looking for a Service Desk to provide first-line support services. The role involves delivering telephone and email support in both Portuguese and English to citizens and organizations.

Key Responsibilities

• Provide first-line support via telephone and email in Portuguese and English.
• Register, analyze, and respond to requests from citizens and organizations.
• Create and maintain incident records for every interaction within the incident management platform.
• Classify, prioritize, and track incidents according to established procedures.
• Provide information and guidance regarding:
  • Entity registration processes
  • Self-identification and qualification procedures
  • Cybersecurity incident notifications
  • Complaints and general communications
• Perform initial diagnosis and respond according to predefined scripts, procedures, and knowledge base documentation.
• Resolve requests during the first contact whenever possible.
• Escalate urgent, recurring, or complex cases to thesecond-line support team, ensuring complete and accurate information transfer.
• Monitor incidents through to resolution, maintaining a complete history and audit trail of actions.
• Ensure compliance with service levels and quality standards.
• Adhere to confidentiality, data protection, access control, and information security requirements.
• Participate in training and knowledge update sessions as required.

Qualifications

Education

• Bachelor's degree (mandatory minimum academic qualification).

Professional Experience

• Minimum of 2 years of experience in customer service, incident management, and direct communication with external stakeholders in a contact centre or similar environment.

Technical Skills

• Experience with:
  • Customer support and service desk operations
  • Incident management and ticketing systems
  • Contact centre platforms
  • Email and telephone support environments
• Microsoft Office Suite
• Web-based applications
• Incident and ticket management systems
• Ability to follow operational procedures, service scripts, and escalation processes.

Languages

• Fluent spoken and written Portuguese.
• Fluent spoken and written English.