Service Desk Agent 24x7

Claranet Portugal; Lisboa; Hybrid; EUR 30,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Meal facilities

Teambuilding

Friendly workplace

Job summary

Claranet Portugal in Lisbon seeks a Customer-focused IT Service Desk professional to join a 24/7 global support team. You will resolve incidents, fulfill service requests, and provide technical guidance across financial services, ensuring SLA compliance.

The role requires hands-on Windows 10/11, Microsoft 365, MFA, AD/Entra ID, and experience with ServiceNow; familiarity with remote tools and mobile device support is a plus.

Qualifications

• Minimum 3 years’ hands-on IT Service Desk or technical support experience in managed services or financial services.

Responsibilities

• Serve as primary end-user support contact for incident resolution and service requests in a global financial services environment.
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• KEY POINTS: IT Service Desk, 3+ yrs, Windows/M365, ServiceNow, 24/7 support
• <p>Claranet Portugal in Lisbon seeks a Customer-focused IT Service Desk professional to join a 24/7 global support team. You will resolve incidents, fulfill service requests, and provide technical guidance across financial services, ensuring SLA compliance.</p><p>The role requires hands-on Windows 10/11, Microsoft 365, MFA, AD/Entra ID, and experience with ServiceNow; familiarity with remote tools and mobile device support is a plus. Hybrid work in Lisbon with health insurance and development opportunities.</p>
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• Meal facilities
• Teambuilding
• Friendly workplace
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Skills

Windows OS

Microsoft 365

MFA

Active Directory

Entra ID

Remote desktop

Hardware support

Mobile devices

ITSM ServiceNow

Remote support tools

Nexthink

English B2

Office Specialist

Tools

Talkdesk

ACD/CTI

Fortinet

Netskope

VPN

UiPath

Job description

We're fast learners, hard workers, natural collaborators... and we Make Modern Happen!

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely. We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

If you share our vision, join us!

Your Responsibilities Include

• Acting as a primary point of contact for end-user support, delivering incident resolution, service request fulfilment, and technical guidance across a global financial services environment.
• Operating within a 24x7 English-language Service Desk, providing multi-channel support (voice, chat, email, self-service portal) to users across multiple countries and time zones, ensuring consistent service quality, compliance with financial services regulations, and alignment with contractual SLAs.

You Must Have

• Minimum 3 years’ hands‑on experience in an IT Service Desk or technical support role, ideally within a managed services or financial services environment.
• Hands‑on experience with Windows desktop operating systems, Microsoft 365, MFA, internet browsers, and common desktop applications (Adobe Acrobat, WinZip).
• Experience with Active Directory, Entra ID, user account management, and remote desktop support tools.
• Experience supporting hardware (PCs, laptops, peripherals) and mobile devices (iOS, Android).
• Working knowledge of ITSM platforms, specifically ServiceNow (incident, request, change, and knowledge management modules).
• Familiarity with remote support tools (Bomgar/BeyondTrust) and endpoint analytics platforms (Nexthink)
• English language proficiency at B2 level or higher (Versant or equivalent assessment).
• Certified Microsoft Office Specialist with at least one additional Microsoft technical certification.

We Value

• Previous experience within a managed service provider, professional services, or telecommunications environment serving financial services customers.
• Experience with Talkdesk or equivalent ACD/CTI telephony platforms.
• Familiarity with SASE platforms (Fortinet, Netskope) and VPN technologies.
• Experience with UiPath or other RPA/automation tools in a Service Desk context.
• Additional Microsoft certifications (Azure, M365 administration).
• Knowledge of DORA, FCA, or PRA regulatory frameworks.
• ITIL Foundation certification (or equivalent)
• Certified Microsoft Office Specialist with at least one additional Microsoft technical certification

We Offer

• Regular professional development;
• Health insurance, with family package;
• Office facilities for meals and snacks;
• Regular teambuilding programs;
• Friendly workplace.

Workplace: Lisbon - Hybrid

Claranet, Make modern happen!