Service Desk Analyst — Hybrid (Covilhã/Lisbon)

Inetum; Castelo Branco; Vor Ort; EUR 9.300 - 11.000; Vollzeit

Zusammenfassung

Inetum is seeking a Service Desk Analyst to join a shift-based support operation in Portugal. The role provides first-line IT and telecommunications support, handling incidents, requests, and changes to meet SLAs.

Requirements include at least 2 years in IT support, experience in Service Desk or Help Desk, and fluent English. The position is on-site and requires collaboration with internal teams for timely escalation and resolution.

Qualifikationen

• Minimum of 2 years of proven experience in IT support, troubleshooting, and incident resolution.
• Experience working in Service Desk, Help Desk, or Technical Support environments.
• Fluent English communication skills (mandatory).

Aufgaben

• Deliver Service Desk support using ITSM and ticketing platforms.
• Log, analyze, troubleshoot, resolve, or escalate incidents, service requests, and changes.
• Provide remote support for IT, Information Systems, and Telecommunications services.
• Use remote access and desktop management tools to diagnose and resolve technical issues.
• Monitor and manage the lifecycle of incidents, requests, and changes to ensure SLA compliance.
• Support end users with hardware, software, operating systems, access management, and mobility-related issues.
• Maintain accurate documentation and records of support activities.
• Collaborate with internal support teams to ensure efficient resolution of escalated cases.
• Work in a shift-based environment, ensuring continuous service coverage.

Kenntnisse

Windows OS

Linux OS

Active Directory

Remote support

Mobile devices

ITSM processes

Windows 11

Desktops & laptops

Fluent English

Ausbildung

Secondary Education

Tools

CRM One

CA Service Desk

Jobbeschreibung

Inetum is seeking a Service Desk Analyst to join a shift-based support operation in Portugal. The role provides first-line IT and telecommunications support, handling incidents, requests, and changes to meet SLAs.

Requirements include at least 2 years in IT support, experience in Service Desk or Help Desk, and fluent English. The position is on-site and requires collaboration with internal teams for timely escalation and resolution.