Help Desk Specialist

Help Desk Specialist
Lisboa
Lisboa, Lisboa, Portugal

At Hexa Consulting, we're more than an IT consulting company — we're a place where tech talent grows. Based in Portugal, we value transparency and a
- first approach, helping professionals take their next big step in IT.

Our mission is to build strong connections and support the growth of every team member. With projects in Nearshore, Time & Material, Service Management, and Tech Academies, you'll find opportunities to learn, innovate, and advance your career.

We are looking for a

Help Desk Specialist

to join our Client's team supporting the

ALE Help Desk operations

on a

full-time, onsite working model (Oeiras)

.

Key Responsibilities:

• Operate the ALE Help Desk as the primary point of contact for all support requests, incidents, and changes
• Log and track all tickets across channels (ticketing system,
  - mail, IM, phone,
  - person) with consistent documentation
• Provide written responses within 30 minutes, including resolution or status update with assigned priority and prognosis
• Maintain continuous shift coverage between 07:00–17:00 CET, including selected public holidays
• Escalate and manage tickets across networks with zero data loss and full traceability
• Support user accounts and courses — activation, issue resolution, enrolment assistance, progress tracking, and certificate generation
• Deliver monthly performance reports covering ticket volumes, KPIs, escalations, and user feedback
• Propose actionable improvements to processes or user experience based on metrics and insights

Required Qualifications:

• Minimum 5 years of experience in help desk or technical support roles
• Previous experience with Learning Management Systems (LMS) or Training Management Systems (TMS)
• Strong technical knowledge in:
• Hardware/software troubleshooting (Windows, mac
  OS, Linux)
• Networking (TCP/IP, DNS, DHCP)
• Active Directory administration
• Power
  Shell scripting
• Windows/Linux server administration
• Virtualization and VDI environments
• Excellent communication skills in English (B2–C1 / STANAG 6001 Level 3)
• Customer-oriented mindset with strong analytical and
  - solving abilities
• Ability to work collaboratively and maintain accurate documentation (FAQs, guides, procedures)

Desirable Skills & Certifications:

• Experience with Agile methodologies
• Knowledge of ITSM or ticketing systems (e. G. , Jira, Service
  Now)
• Relevant certifications such as MCSA, Comp
  TIA Server+, CCNA, MD-100/101
• Experience supporting AV equipment, Webex, and Microsoft Teams for events or meetings
• Leadership or mentoring experience

Why Join Us?

• Contract type: Indefinite / Employment OR B2B based on your preference
• Health Insurance: Comprehensive coverage for your
  - being
• Continuous Learning: Access to a Udemy Business subscription with thousands of workshops and courses
• Team Culture: Collaborative, international, and supportive work environment

If you meet the above criteria and are ready to contribute to a
- impact support environment, submit your resume today