Service Desk Analyst
Service Desk Analyst
Department: IS - Service Delivery
Employment Type: Permanent - Full Time
Location: Portugal/Torres Vedras
Reporting To: Filipe Almeida - Global Service Desk Team Leader
Description
The Service Desk Analyst is the first line of support for Glory and the service orchestrator for the rest of IS. To fulfil this position, one must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line will involve a lot of exposure to senior individuals across the organization, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.
Key Responsibilities
- Incident and Service Request logging, prioritization and assignment
- Managing the Service Desk number, when on shift, at all times
- FTF (First Time Fix) of as many Incidents as possible, within SLA
- Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
- Accurately capturing required details to log tickets
- Reporting on statistics as required
- Fulfilling the joiners, movers, leavers and any other requests in accordance with regulatory compliance
Skills, Knowledge & Expertise
- Good understanding of enterprise technologies
- Competent with Microsoft Office applications
- Qualified to degree level (preferred)
- Experience working in a team on a 24x7 shift basis
- Experience working for a
- sized enterprise business - Experience working in the manufacturing industry, with appropriate knowledge of business applications related to such
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues
- Excellent Customer Service skills
- Strong foundation and / or passion for computing and IT
- Attention to detail, excellent analytical skills and troubleshooting abilities and commitment to providing exceptional support
- Ability to work under high pressure
- Willing to work on the dedicated team rota
- Strong communications skills in English and Portuguese, as well in German.
- Self-driven with a passion for the field and a thirst for personal development
- Informações detalhadas sobre a oferta de emprego
Empresa: Glory Ltd. Localização: Torres Vedras
Torres Vedras, Lisboa, PortugalPublicado: 25. 7. 2025
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