IT ServiceDesk Operator (French & English mandatory) Lisboa

IT ServiceDesk Operator (French & English mandatory)
Lisboa
Lisboa, Lisboa, Portugal

IT Service
Desk Operator (French & English mandatory)

The Service Desk Operator plays a crucial role in ensuring smooth IT operations by providing essential support for incident resolution and service request fulfillment. As the single
-
- contact for customers, Operators ensure a seamless
-
- end customer experience. Key responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.

Operators must possess a thorough understanding of relevant technologies and have experience supporting common desktop software within a Windows environment and associated hardware. Familiarity with automated software distribution, telephony, video conferencing, and mobile devices such as i
Phone, i
Pad, and Microsoft Surface Pro is essential.

Service Desk Operators are required to log all incidents and requests, escalating issues beyond their scope to appropriate resources. They must prioritize and categorize incidents effectively, ensuring timely resolution or escalation, and maintain professional communication with customers. After-hours and
- call support may be required.

Operators are also expected to document incident resolutions, update knowledge bases, and continuously develop an understanding of current business practices to enhance their ability to resolve issues promptly.

Role Purpose

This role aligns with the Service Desk Operator profile described above. Operators handle incidents and service requests, providing
- line support. Below is a
- exhaustive list of responsibilities and required technical skills/experience.

Job Responsibilities:

1. Log incidents
2. Categorize and prioritize incidents
3. Diagnose and resolve incidents
4. Escalate incidents as necessary
5. Maintain incident ownership and communication throughout the lifecycle
6. Handle both
   - policy and
   -
   - policy service requests
7. Provide onsite support at user or temporary locations

What would make you a fit for the role:

• Proficiency with MS Office Suite
• Experience with Microsoft OS (Windows 7 and 10)
• Knowledge of mobile devices and mobile phone services
• Strong
  - solving skills
• Familiarity with ticketing and CMDB tools
• Understanding of networking and networking protocols
• Flexibility and stress resilience
• Attention to detail
• Customer and
  - focused attitude
• Strong spoken and written interpersonal, communication, and presentation skills

Requirements:

• Advanced knowledge in IT support, particularly in resolving Windows and network issues
• Fluency in French and English
• Proven experience in phone support with remote resolution
• Experience with ticketing tools
• Valid work authorization for Portugal
• Availability to work Monday to Friday, from 8 AM to 6 PM
• Able to work in the offices in Lisbon (no teleworking)

We offer:

• Permanent contract (CDI)
• Dynamic and collaborative work environment