IT SERVICE DESK ANALYST (ON-SITE) Lisboa

IT SERVICE DESK ANALYST (ON-SITE)
Lisboa
Lisboa, Lisboa, Portugal

IT SERVICE DESK ANALYST (ON-SITE), Lisbon

Client:

Location:

Lisbon, Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

51296f130a1e

Job Views:

1

Posted:

23. 05. 2025

Expiry Date:

07. 07. 2025

Job Description:

IT SERVICE DESK ANALYST (ON-SITE)

Portuguese company hires for
- site work in Lisbon, Portugal.

Candidates must already be located in Lisbon or nearby.

Language Requirements: Portuguese (native or fluent) AND English (fluent or higher) are MANDATORY.

Seniority: Up to 3 years of experience.

Instructions: Please send your CV in English, including all relevant skills and experience that match the requirements. This will significantly increase your chances of success.

We succeed when our clients thrive. Our strength lies in collaboration, continuous innovation, and delivering results with precision. We help organizations enhance employee and customer experiences through
- first,
- driven consulting and cloud expertise.

Join a team that leverages thousands of
- built solution accelerators to create real, measurable impact—fast.

Your Mission

As an IT Service Desk Analyst, you will play a key role in providing
- quality, efficient, and
- centric support. Your focus will be on:

• Clear communication
• Process and tool optimization

Key Responsibilities

• Provide Level 1 (L1) support for business applications and systems.
• Resolve Microsoft Exchange / Office 365 (O365) issues at L1.
• Perform End User Support (EUS) tasks: software installations, remote troubleshooting, service requests, incident logging.
• Prioritize incidents (P1/P2) and escalate as needed.
• Manage User Access for applications within scope.
• Communicate via Phone and Email; Chat/Self-Service channels to be enabled upon client approval.
• Handle telephony integration for seamless user support.
• Ensure First Call Resolution for resolvable incidents and route others appropriately (triage/catch-and-dispatch).
• Analyze incident trends and suggest training, process improvements, or automation.
• Track and manage SLAs and KPIs to ensure service excellence.
• Utilize tools such as Service
  Now (ITSM) and Log
  Me
  In for remote support.
• Maintain Standard Operating Procedures (SOPs) aligned with service management best practices.

What You Bring

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 3+ years of experience in IT Service Desk or Technical Support roles.
• Fluency in French and English — both spoken and written (mandatory).
• Excellent communication,
  - solving, and customer service skills.

Why Join Us?

• Be part of a global team driving digital transformation.
• Work with
  - edge cloud solutions and automation tools.
• Collaborate in a dynamic environment that values innovation and
  - centricity.

Please note: If you are not a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information.

Bank or payment details should NOT be provided when applying. All applications should be made via the 'Apply now' button.