Service Desk Analyst

PrimeIT; Portugal; Presencial; EUR 22 000 - 29 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Prime Academy

Career growth in a fast-growing firm

Remote work

Resumo da oferta

PrimeIT is seeking an IT Service Desk Engineer to join its international support team in Portugal. The role focuses on providing L1 support to Czech and Italian-speaking users, handling calls, emails and tickets, and ensuring quick resolution of hardware, software and network issues.

The position requires working on-site in a rotational 24/7 shift. Knowledge of AD, Microsoft 365, Windows, and Intune is highly valued; ITIL knowledge is a plus.

Qualificações

• 2–7 years of experience in Service Desk / Technical Support L1.
• Experience handling calls, email and self-service tickets.
• On-site in a rotational 24/7 shift environment.
• Knowledge of Active Directory, Microsoft 365, Windows, and software installations.

Responsabilidades

• Act as the first point of contact for technical support requests via phone, email, and tickets.
• Provide first-line (L1) support for hardware, software, network, and application issues.
• Diagnose and resolve issues related to Windows, Microsoft 365, and corporate apps.
• Perform user account management including password resets and AD tasks.
• Escalate complex incidents to L2/L3 according to internal procedures.
• Install, configure and maintain desktops, laptops, printers and mobile devices.
• Document incidents in the ticketing system and monitor queues by urgency.

Conhecimentos

Customer focus

Troubleshooting

Communication

Team player

Italian/Czech language

Formação académica

Bachelor's degree in IT

Ferramentas

ServiceNow

Microsoft Intune

Active Directory

Windows/Microsoft 365

Networking basics

Descrição da oferta de emprego

At PrimeIT, we continue to grow every day, with a team of more than 2,300 professionals, a presence in over 20 cities worldwide, and an entirely organic growth journey spanning almost two decades.

We are currently looking for an IT Service Desk Engineer / IT Support Technician to join an international support team, providing technical assistance to Czech and Italian-speaking users.

• Act as the first point of contact for technical support requests via phone, email, and support tickets;
• Provide first-line (L1) support for hardware, software, network, and application-related issues;
• Diagnose and resolve technical issues related to Windows, Microsoft 365, and corporate applications;
• Perform user account management, including password resets, account lockouts, and Active Directory tasks;
• Diagnose and resolve MTR / AV-related issues;
• Document and track incidents and service requests in the ticketing system;
• Monitor and prioritize Service Desk queues according to urgency and business impact;
• Escalate complex or unresolved incidents to L2/L3 support teams, following internal procedures;
• Install, configure, and maintain desktops, laptops, printers, and mobile devices;
• Support software installations and updates and manage device configurations and updates through Microsoft Intune;
• Perform basic network troubleshooting, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi;
• Have a basic understanding of Major Incident Management (MIM);
• Ensure compliance with IT security and privacy policies;
• Contribute to continuous improvement, including recommending updates to the Knowledge Base.

What We’re Looking For

• 2–7 years of experience in Service Desk / Technical Support L1;
• Experience providing support through calls, email, and self-service tickets;
• Availability to work on-site in a rotational 24/7 shift environment;
• Knowledge of Active Directory, Microsoft 365, Windows, and software installation;
• Knowledge of device management and configuration through Microsoft Intune;
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi;
• Experience with ticketing systems, preferably ServiceNow;
• Experience or knowledge of tools such as Genesys and BeyondTrust (Bomgar);
• Strong troubleshooting and problem-solving skills;
• Excellent communication and customer service skills;
• Ability to explain technical issues clearly to non-technical users;
• Strong organizational and prioritization skills in a fast-paced environment;
• Team player with a proactive mindset and focus on continuous improvement.
• Italian and/or Czech language skills are highly valued, with other European languages also considered;
• Minimum B2 CEFR level in Czech, Italian, German, Spanish, or French;
• A Bachelor's degree with Italian as the primary language is desirable;
• ITIL certification is considered a plus.

Opportunity Details

• Location: Portugal
• Work Model: Remote

What We Offer

• The opportunity to join an international IT Service Desk team;
• Exposure to a wide range of technologies, tools, and corporate IT environments;
• The opportunity to develop your expertise in Microsoft 365, Active Directory, Intune, ServiceNow, and networking;
• Experience in a global support environment focused on technical excellence and customer satisfaction;
• Continuous professional development through the Prime Academy;
• Career growth opportunities within a fast-growing international company.

If you have experience in IT Support, Service Desk, or Technical Support and are looking for a new challenge in an international environment, working with different technologies and users every day,