Service Desk Agent 24x7

Claranet limited; Lisboa; On-site; EUR 32,000 - 42,000; Full time

Job summary

Claranet limited in Lisbon is seeking a Service Desk Agent 24x7 to join our internal team. You will be the first point of contact for end-users, delivering incident resolution, service requests, and guidance across a global financial services environment.

The role requires hands-on experience with Active Directory/Entra ID, ITSM platforms (ServiceNow), and remote support tools (Bomgar/BeyondTrust). English at B2 level is essential, along with Microsoft Office proficiency.

Qualifications

• 3+ years in IT Service Desk or technical support role (preferably in financial services or managed services).
• Experience with Active Directory/Entra ID and remote desktop support tools.
• Experience supporting hardware and mobile devices (iOS/Android).
• Working knowledge of ITSM platforms, especially ServiceNow.
• Familiarity with remote tools and endpoint analytics (Bomgar/BeyondTrust, Nexthink).
• English at B2 level or higher.

Responsibilities

• Act as a primary contact for end-user support, delivering incident resolution, service requests, and guidance across a global financial services environment.
• Provide multi-channel support (voice, chat, email, self-service portal) within a 24x7 English-language Service Desk.

Skills

English (B2)

Communication

Problem solving

Time management

Attention to detail

Tools

Active Directory

Entra ID

Remote desktop support tools

ServiceNow

Bomgar/BeyondTrust

Nexthink

Talkdesk

Job description

We're fast learners, hardworkers, natural collaborators... and weMake Modern Happen!

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

Right now, weare looking for aService Desk Agent 24x7to integrate our internal team.

Your responsibilities include:

• Acting as a primary point of contact for end-usersupport, delivering incident resolution, service request fulfilment, andtechnical guidance across a global financial services environment.
• Operating within a 24x7 English-language ServiceDesk, providing multi-channel support (voice, chat, email, self-serviceportal) to users across multiple countries and time zones, ensuringconsistent service quality, compliance with financial servicesregulations, and alignment with contractual SLAs.

Youmust have:

• Minimum 3 years’ hands-on experience in an ITService Desk or technical support role, ideally within a managed servicesor financial services environment.
• Experience with Active Directory, Entra ID, useraccount management, and remote desktop support tools.
• Experience supporting hardware (PCs, laptops,peripherals) and mobile devices (iOS, Android).
• Working knowledge of ITSM platforms, specificallyServiceNow (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 orhigher (Versant or equivalent assessment).
• Certified Microsoft Office Specialist with atleast one additional Microsoft technical certification.

Wevalue:

• Previous experience within a managed serviceprovider, professional services, or telecommunications environment servingfinancial services customers.
• Experience with Talkdesk or equivalent ACD/CTItelephony platforms.
• Familiarity with SASE platforms (Fortinet,Netskope) and VPN technologies.
• Experience with UiPath or other RPA/automationtools in a Service Desk context.
• Additional Microsoft certifications (Azure, M365administration).
• Knowledge of DORA, FCA, or PRA regulatoryframeworks.
• Certified Microsoft Office Specialist with at leastoneadditionalMicrosoft technical certification