Service Desk Specialist (1st & 2nd Line) - Portugal

Service Desk Specialist (1st & 2nd Line) - Portugal
Lisboa
Lisboa, Lisboa, Portugal

I am currently working with a retail organisation who are seeking an IT Service Desk Support Engineer to join their support team based in Lisbon, Portugal. This is a hybrid position with some onsite presence required weekly.

This a great opportunity to work for a global organisation. As a key part of a small team, you will be responsible for resolution of all IT support incidents across the full range of systems, applications and technologies at first point of contact. The team has responsibility for supporting the business across multiple countries in the EMEA region.

Key Responsibilities

• Provide 1st and 2nd line IT support (remote and
  - site) to business users.
• Diagnose and resolve incidents across systems, applications, and devices at first point of contact.
• Log, manage, and resolve Incident and Service Requests in line with procedures.
• Perform technical analysis to support problem management and document fixes in the knowledge base.
• Support
  - user hardware and software issues (desktops, laptops, printers, telephony, mobile devices, access rights).
• Carry out system administration tasks for organisational systems and services.
• Manage joiners, movers, and leavers, including hardware provisioning and account setup.
• Maintain IT documentation and contribute to a
  - quality
  - facing knowledge base.
• Manage and distribute IT assets (hardware, mobile devices, software) based on approved requests.
• Produce periodic status, performance, and trend reports.
• Stay current with relevant tools, technologies, and best practices.

Experience Required

• Strong experience with Windows environments and Microsoft 365.
• Knowledge of Microsoft Intune MDM (preferred).
• Experience with PC/laptop imaging and desktop build processes.
• Understanding of desktop security,
  - virus, and
  - malware solutions.
• Hands-on experience with desktop management tools (remote access, patching, software deployment).
• Ability to troubleshoot
  - related issues.
• Knowledge of IT access control systems.
• Previous experience in an IT support role is desirable.

Personal Skills

• Excellent communication skills, with the ability to explain technical issues to
  - technical users.
• Customer-focused and professional approach.
• Strong time management, prioritisation, and organisational skills.
• Proactive, adaptable, and
  - oriented mindset.
• Ability to work independently and collaboratively within defined procedures.
• Comfortable supporting users at all levels of the business.
• Fluent English;
  
  additional languages are an advantage.

If this position is of interest, please contact me for further details and an initial exploratory conversation. Please only apply if you have the experience required and ideally have served good tenure in previous positions.

Thanks for reading!