IT SERVICE DESK

Your New Company They develop customised IT solutions for a social impact organisation, focusing on innovation and efficiency to support its initiatives and projects.
Your New Role As the IT Service Concierge (Lisbon) you will provide exceptional technical support and customer service in an international environment.
Key Responsibilities Provide first-level technical support to end-users, resolving hardware, software, and network issues promptly and effectively.
Assist with the setup, configuration, and maintenance of desktops, laptops, mobile devices, and peripherals.
Log, track, and manage incidents and service requests using an IT Service Management (ITSM) tool, ensuring timely resolution and excellent customer service.
Deliver support services to office and distributed users across different time zones, using remote access tools.
Provide on-site and remote support during VIP videoconference meetings to address any technical issues that arise, to ensure minimal disruptions.
Create and maintain detailed documentation of common issues, solutions, and procedures to aid in efficient troubleshooting and knowledge sharing.
Create user guides and how-to documents to assist staff in navigating technology-related tasks.
Assist employees with new technologies, systems, and best practices.
Continuously monitor system performance to proactively identify and assist with resolving potential issues to minimize downtime.
Liaise with external suppliers for hardware and software procurement, maintenance, and support services.
Ensure adherence to internal policies, procedures and security protocols to protect sensitive information and maintain compliance with international standards.
What You Need To Succeed Background in computer science, Information Technology, or a related field is ideally required.
Candidates should ideally have demonstrated experience in service desk operations, incident and problem resolution, and service delivery processes.
Experience using Manage Engine ITSM tool or a similar ITSM tool to manage service tickets.
Identify any opportunities for enhancement, implement best practices, and monitor the impact of improvements on service performance.
Experience of supporting Microsoft based desktop software including Office 365, MS Teams, OneDrive, Sharepoint.
Relevant certifications in IT service management, such as ITIL Foundation, ITIL Practitioner, or other ITSM certifications, is required.
Exceptional written and verbal communication skills are essential for interacting with stakeholders, clients, team members, and suppliers.
The ability to convey technical information clearly, facilitate discussions, and resolve conflicts diplomatically is critical.
A customer-centric mindset with a focus on delivering high-quality services that meet or exceed customer expectations is critical.
Candidates should possess the ability to build and maintain strong relationships with clients and stakeholders to ensure customer satisfaction.
Proficiency in English.
What The Company Can Offer You Attractive Salary Company Benefits Opportunities to progress to Senior Security Analyst, Threat Intelligence Analyst, or Incident Responder roles based on performance and skill development.
Next Steps If you are interested in this opportunity, please send us your updated CV.
If you are looking for a different type of professional challenge, contact us to discuss other career opportunities, always in complete confidence.
#LI-DNI # - Gonçalo Ferreira