Service Desk Analyst

Primeit; Vila Real; Presencial; EUR 24 000 - 36 000; Tempo integral

Resumo da oferta

Primeit is seeking a Service Desk Analyst to join our expanding IT support team in Vila Real. You will handle L1 tickets, provide remote and desk-side assistance, and ensure swift, clear communication with users.

We value problem solving, customer service excellence, and a proactive mindset; familiarity with Office 365, AD, ServiceNow and ITIL processes will help you thrive in a busy, rotating 24/7 shift environment.

Qualificações

• 2+ years of experience in Service Desk / IT Support, preferably in an international environment.
• Experience providing L1 technical support via phone, email and ticketing systems.
• Good knowledge of Windows Operating Systems, Microsoft 365 / O365 and standard business applications.
• Experience with Active Directory, including password resets, account unlocks and user administration.
• Experience with ticketing tools such as ServiceNow.
• Experience with tools such as Genesys and BeyondTrust (Bomgar) is a plus.
• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN and Wi-Fi.
• Experience troubleshooting hardware, software, printers and other IT peripherals.
• Knowledge of Microsoft Intune and device configuration is a plus.
• Experience troubleshooting Microsoft Teams Rooms (MTR) and AV-related issues.
• Basic understanding of Major Incident Management (MIM) and ITIL processes.
• Strong troubleshooting, problem-solving and prioritization skills.
• Excellent communication and customer service skills, with the ability to support and explain technical issues to non-technical users.
• Proactive mindset, team spirit and a strong focus on continuous improvement.
• Availability to work in a rotational 24/7 shift environment.
• Czech – CEFR B2 or higher.

Conhecimentos

Service Desk

IT Support

L1 Support

Ticketing systems

Windows OS

Microsoft 365

Active Directory

AD/Identity

Networking basics

TCP/IP

DNS

DHCP

VPN

Wi-Fi

Intune

MTR

AV troubleshooting

ITIL

Incident management

Communication

Customer service

Rotational shifts

CEFR B2 Czech

Ferramentas

ServiceNow

Genesys

BeyondTrust (Bomgar)

Microsoft Intune

Descrição da oferta de emprego

Imagine working for a company where your growth is monitored every day, even from a distance. Where you are not just another number, but part of a constantly expanding team.

We are more than 2,430 Primers spread across the world, and we want one more: YOU.

We are looking for a Service Desk Analyst with:

• 2+ years of experience in Service Desk / IT Support, preferably in an international environment;
• Experience providing L1 technical support via phone, email and ticketing systems;
• Good knowledge of Windows Operating Systems, Microsoft 365 / O365 and standard business applications;
• Experience with Active Directory, including password resets, account unlocks and user administration;
• Experience with ticketing tools such as ServiceNow;
• Experience with tools such as Genesys and BeyondTrust (Bomgar) is a plus;
• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN and Wi-Fi;
• Experience troubleshooting hardware, software, printers and other IT peripherals;
• Knowledge of Microsoft Intune and device configuration is a plus;
• Experience troubleshooting Microsoft Teams Rooms (MTR) and AV-related issues;
• Basic understanding of Major Incident Management (MIM) and ITIL processes;
• Strong troubleshooting, problem-solving and prioritization skills;
• Excellent communication and customer service skills, with the ability to support and explain technical issues to non-technical users;
• Proactive mindset, team spirit and a strong focus on continuous improvement;
• Availability to work in a rotational 24/7 shift environment;
• Czech – CEFR B2 or higher;

Level of Experience: Mid-Senior (2+ years)