Service Desk Analyst

GLORY; Torres Vedras; On-site; EUR 18,000 - 24,000; Full time

Job summary

A leading IT services provider is looking for an Entry-level Service Desk Analyst in Torres Vedras, Portugal. This role requires excellent customer service skills and a good technical mindset. Responsibilities include managing incidents, logging service requests, and providing support. The ideal candidate should thrive under pressure, have strong communication skills in English, Portuguese, and German, and demonstrate a passion for IT. Full-time position available.

Qualifications

• Strong foundation and/or passion for computing and IT.
• Able to thrive under pressure.
• Self-driven with a passion for personal development.

Responsibilities

• Incident and Service Request logging.
• Managing the Service Desk number while on shift.
• Accurate escalation of incidents to other IS teams.

Skills

Excellent Customer Service skills

Strong communication skills in English

Team player

Strong foundation in computing and IT

Exceptional analytical skills and troubleshooting abilities

Attention to detail

Education

Degree qualified or similar level of higher education

Tools

Microsoft Office applications

Job description

Service Desk Analyst

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Description

In this role, the Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To succeed in this position, a good technical mindset is needed, together with excellent customer service skills and a lot of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

Department: IS - Service Delivery

Location: Portugal/Torres Vedras

Key Responsibilities

• Incident and Service Request logging, prioritization and assignment
• Managing the Service Desk number while on shift
• Adopt FTF (First Time Fix) protocol for all incidents within SLA (where possible)
• Accurate escalation of incidents/requests to other IS teams when unable to resolve at first line
• Accurately capturing required details to log tickets
• Reporting of statistics as required
• Fulfilling joiners, movers, leavers and any other requests in accordance with regulatory compliance

Qualifications

• Degree qualified (preferred) or similar level of higher education
• Good understanding of enterprise technologies
• Competent with Microsoft Office applications
• Experience working in a team on a 24x7 shift basis
• Experience working for a medium-sized enterprise business
• Experience working in the manufacturing industry and appropriate knowledge of related business applications
• Excellent Customer Service skills
• Strong foundation and / or passion for computing and IT
• First class attention to detail
• Exceptional analytical skills and troubleshooting abilities; commitment to provide exceptional support
• Able to thrive under pressure
• Strong communication skills in English, Portuguese and German.
• Self-driven with a passion for the field and a thirst for personal development
• Team player who works well in a busy team; quick to learn and able to deal with a wide range of issues.
• Must be able to participate in the team rota

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting