IT SERVICE DESK ANALYST (M/F/D)

Your new company Is a final client, diplomatic entity working with the purpose of improving people’s lives in all aspects.
Your new role IT As the IT Service Desk Analyst (m/f/d), you will deliver exceptional technical support and customer service in an international setting.
You’ll be tasked with providing both first and second line IT support to users.
This role is a key component of the Service & Operations team in Lisbon, which consists of three members, including this position, all reporting to the IT Service Delivery Manager.
IT Services are managed and supported by an internal team alongside three external service providers who offer infrastructure and application support services.
The ideal candidate will be a technically adept and customer-oriented professional, maintaining a calm and positive demeanor in dynamic and challenging situations.
What you´ll need to succed A bachelor’s degree in computer science, Information Technology, or a related field is ideally required.
At least 4 years of experience in an IT support role or a related field is essential, with proven experience in service desk operations, incident and problem resolution, and service delivery processes.
Experience with Manage Engine ITSM tool or a similar ITSM tool for service ticket management.
Ability to identify enhancement opportunities, implement best practices, and monitor the impact of improvements on service performance.
Experience in 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, are preferred.
Exceptional written and verbal communication skills are crucial for engaging with stakeholders, clients, team members, and suppliers.
The capacity to clearly communicate technical information, facilitate discussions, and diplomatically resolve conflicts is vital.
A customer-centric approach with a commitment to delivering high-quality services that meet or exceed customer expectations is critical.
Candidates should have the ability to establish and maintain strong relationships with clients and stakeholders to ensure customer satisfaction.
Proficiency in English is required.
Reponsibilities Offer first-level technical support to end-users, addressing hardware, software, and network issues swiftly and effectively.
Aid in the setup, configuration, and upkeep of desktops, laptops, mobile devices, and peripherals.
Record, follow, and manage incidents and service requests through an IT Service Management (ITSM) tool, ensuring prompt resolution and superior customer service.
Provide support services to office and remote users across various time zones, utilizing remote access tools.
Supply on-site and remote support during VIP videoconference meetings, tackling any technical problems that arise to minimize interruptions.
Develop and maintain comprehensive documentation of common issues, solutions, and procedures to streamline troubleshooting and facilitate knowledge transfer.
Produce user guides and instructional documents to help staff with technology-related tasks.
Support employees with the adoption of new technologies, systems, and best practices.
Continuously monitor system performance to proactively detect and resolve potential issues, reducing downtime.
Coordinate with external suppliers for the procurement, maintenance, and support of hardware and software.
Ensure compliance with internal policies, procedures, and security protocols to safeguard sensitive information and uphold international standards What you´ll get in return Have the opportunity to join a cross-functional team in an international company with a multicultural working environment! Who we are I am an IT Recruitment focused on permanent roles in Lisboa.
I help professionals develop their careers and ensure that organizations are supported by the best talent.
In today's market, there are no limits to technological talent and no limits to the pace of change for companies.
We have built a leading human network in this digital age.
Our mission is to meet your aspirations in the sense of working together and successfully combining the best professionals with companies.
The relationships we establish with professionals and our many years of market experience allow us to share global and current insights.
So, if you are looking for a new challenge or if you are recruiting for your team, talk to us.
Because at Hays we work for your tomorrow.
What you need to do now If you are interested in this opportunity, please send us your updated CV.
If you're looking for another type of professional challenge, contact us to discuss other career opportunities, always in complete confidence.
#LI-DNI # - Patricia Horta