Service Desk Analyst

Primeit; Viseu; Sur place; EUR 26 000 - 38 000; Plein temps

Résumé du poste

A Primeit procura um Analista de Service Desk para apoiar utilizadores em contexto internacional, com foco em L1 via telefone, e-mail e tickets. Formação em Windows/M365 e AD é essencial, com experiência em ferramentas de ticketing (ServiceNow) e competência em comunicação com usuários não técnicos.

Disponibilidade para turnos rotativos 24/7, bem como conhecimento de ITIL e gestão de incidentes é valorizado. Proporciona-se ambiente dinâmico com oportunidade de crescimento.

Qualifications

• 2+ anos em Service Desk / IT Support, ambiente internacional.
• Suporte L1 por telefone, e-mail e sistema de tickets.
• Conhecimento de Windows OS e Microsoft 365.
• Experiência com Active Directory e administração de usuários.
• Familiaridade com ITIL e Major Incident Management.
• Disponibilidade para turnos rotativos 24/7.
• CEFR B2+ em checo/italiano/alemão/espanhol.

Responsabilités

• Fornecer suporte técnico L1 a utilizadores.
• Auxiliar com resets de senhas e desbloqueio de contas.
• Solucionar problemas de hardware, software, impressoras e periféricos.
• Colaborar com equipas de IT num ambiente internacional.
• Suportar Microsoft Teams Rooms e questões AV.

Connaissances

Customer service

Troubleshooting

Comunicação

Trabalho em equipa

Gestão de tempo

CEFR B2+ em CZ/IT/DE/ES

Outils

ServiceNow

Genesys

BeyondTrust Bomgar

Microsoft Intune

Microsoft Teams Rooms

Description du poste

Descrição do cargo

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 2,360 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 withActive Directory, including password resets, account unlocks and user administration;
  
• Experience withticketing tools such as ServiceNow;
  
• Experience withtools such as Genesys and BeyondTrust (Bomgar) is a plus;
  
• Basic knowledgeof 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 towork in a rotational 24/7 shift environment;
  
• Czech, Italian,German or Spanish – CEFR B2 or higher;
  

Location: Portugal

Project Type: International

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