Service Desk Engineer

In a nutshell

As a Service Desk Agent you will be first point of contact to support employees in all IT related queries; especially, end users regarding LIMS Applications.

Where will you be based and what business will you support?

As part of the Europe Service Desk Team, you will be based in Lisbon, and provide support to Environment Testing Portugal business. This covers approx. 1,000 end-users and more than 100 sites across Portugal. We support the lab, office and VIP internal users to enable the business to run smoothly.

How can you help us?

As 1st Level Support Provide technical support to Portugal based end-users (in Portuguese) by identifying problems, researching and answering questions, troubleshooting problems or forwarding them to the 2nd level support.

You will support end users regarding:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
• Identity and Access Management queries.
• Printing related queries.
• Desktop and Server patching
• Applications related problems requiring triage to respective application support group.

Your main activities will be:

• Register, classify, route, follow-up and resolve request according to internal processes;
• Own the incoming requests and manages escalations;
• Support the creation operational documents/instructions for Service Desk team;
• Identify and document Workarounds;
• Support maintenance and accuracy of Knowledge articles available for end-users via service portal;
• Execute, participate and report on IT & Application project rollout.
• Identify candidates for Service Catalogue items based on commonly requested items by end users;

Requirements

Are you our kind of extraordinary?

You have:

• Proven experience in a Service Desk agent function;
• Experience in troubleshooting Windows 10, 11;
• Understanding of M365, ability to support user issues;
• Excellent communication and interpersonal skills;
• Very good command of English written and spoken;
• Very good command of Portuguese written and spoken;
• Can do approach and capability to work in dynamically changing environment.

What else should I know?

The following skills and experience are considered a plus:

• Windows Server and AD experience;
• Networking experience;
• Service Now Ticketing usage;
• ITIL Foundation certificate;
• Azure Cloud knowledge;
• SCCM & Intune experience.