Service Desk Analyst

MOZAYDO; Portugal; Hybrid; EUR 30,000 - 40,000; Full time

Benefits offered by this job

Culture of autonomy and trust

Opportunities for growth and learning

Job summary

A leading IT services company in Lisbon is looking for a Service Desk Analyst to provide first-line IT support to users. The successful candidate will assist with hardware and software issues, ensuring smooth IT service operations. Candidates should have strong technical knowledge, excellent communication skills, and experience in support roles. The position offers a hybrid work model and opportunities for growth in a supportive culture.

Qualifications

• Proven experience in Service Desk or end-user support roles.
• Technical knowledge of Windows, Office 365, and ITSM tools.
• Ability to work shift-based schedules.

Responsibilities

• Provide first-line IT support to end-users.
• Support and troubleshoot Windows and Office 365 applications.
• Log, track, and manage incidents and service requests.

Skills

Technical support expertise

Strong problem-solving skills

Communication skills

Customer-oriented mindset

Education

Degree in Information Systems or Computer Science

Tools

Windows operating systems

Office 365

ITSM tools

Job description

Service Desk Analyst

Location: Lisbon, Portugal

Work model: Full-time, Hybrid (3x office per week)

Mozaydo was built by people who believe work should feel human - even when powered by technology.

We’re a remote-first company that connects talent, technology, and purpose to help companies grow sustainably.

People powered. Technology enabled.

About the Role

We’re expanding our Technology Services Team capacity to support our customers. This professional will provide first‑line support to end‑users, assisting with hardware, software, and IT service management issues. The ideal candidate has strong technical knowledge, excellent communication skills, and the ability to work in a shift‑based environment, contributing to the smooth operation of IT services.

Responsibilities

• Provide first‑line IT support to end‑users, resolving hardware, software, and application issues.
• Support and troubleshoot Windows operating systems, Office 365 applications, and ITSM tools.
• Log, track, and manage incidents and service requests according to ITSM processes.
• Communicate effectively with end‑users and escalate issues to appropriate teams when necessary.
• Participate in shift‑based schedules to ensure coverage and continuity of service.
• Document resolutions, procedures, and known issues to maintain knowledge base and improve service delivery.
• Collaborate with IT teams to support upgrades, deployments, and IT projects affecting end‑users.

Requirements

• Proven experience in Service Desk, Help Desk, or end‑user support roles.
• Strong technical knowledge of Windows operating systems, Office 365, and ITSM tools.
• Ability to work in a shift‑based schedule and adapt to varying operational demands.
• Customer‑oriented mindset with strong problem‑solving and analytical skills.
• Ability to follow established processes and document work accurately.
• Degree or equivalent in Information Systems, Computer Science, or related field is a plus.
• Good command of the English language (spoken and written).

What We Offer

• Culture of autonomy and trust.
• Challenging and human projects.
• Opportunities for growth and continuous learning.

Hiring Process

• Introductory Meeting with Mozaydo – to get to know you, your experience, and career goals.
• Client Interview – a conversation with the client to explore alignment with the role and team.
• Technical Assessment – evaluation of specific skills and expertise, when relevant.
• Final Interview (Cultural Fit) – focused on values, mindset, and collaboration style.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Information Technology

Industries

Telecommunications and IT Services and IT Consulting