IT Service Desk Analyst - Spanish-Portugal Coimbra

IT Service Desk Analyst - Spanish-Portugal
Coimbra
Coimbra, Coimbra District, Portugal

IT Service Desk Analyst - Spanish-Portugal

2 days ago Be among the first 25 applicants

Office based: Hybrid 3 days a week at office.

Experience level: 1 to 6 Yrs

Pls Share CV in word format along with Notice Period and Current CTC to : hr@marketcloud. co. uk

Key Requirements:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Provide support in both English and Spanish, and Portuguese and Italian, ensuring clear communication with Spanish-speaking users.
• Troubleshoot hardware, software, network, and system issues on Windows, Mac
  OS, and mobile platforms.
• Record, track, and document service desk incidents and requests using the ITSM tool.
• Escalate complex issues to appropriate teams as needed, following defined escalation procedures.
• Follow up with users to ensure issues are resolved and document solutions for knowledge base use.
• Assist with user account management, password resets, access rights, and onboarding/offboarding.
• Maintain a high level of professionalism and empathy in all customer interactions.
• Support global IT projects and system upgrades as needed.
• Familiarity with remote desktop tools (e. g. , Team
  Viewer, Any
  Desk).
• Experience supporting Mac
  OS, i
  OS, and Android devices.
• Knowledge of basic networking (VPN, DNS, DHCP).

Seniority level: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting

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