IT ServiceDesk Operator Lisboa

IT ServiceDesk Operator
Lisboa
Lisboa, Lisboa, Portugal

Overview

The Service Desk Operator plays a crucial role in ensuring smooth IT operations by

providing essential support for incident resolution and service request fulfilment. 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:

• Log incidents

• Categorize and prioritize incidents

• Diagnose and resolve incidents

• Close incidents

• Escalate incidents as necessary

• Maintain incident ownership and communication throughout the lifecycle

• Handle both
- policy and
-
- policy service requests

• Provide onsite support at user or temporary locations

• Execute IMACD (Install, Move, Add, Change, Dispose) tasks

• Raise requests for service request authorization

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

• Cooperative working style

• Pan-European mindset

• Attention to detail

• Experience troubleshooting PCs/Laptops/Tablets, VPN, etc.

• Customer and
- focused attitude

• Strong spoken and written interpersonal, communication, and presentation skills

• Language Skills: English & French (MANDATORY)

Requirements:

• Advanced knowledge in IT and support, particularly in resolving IT issues related to Windows and networks.
• 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).
• Attractive salary.
• Dynamic and collaborative work environment.