Service Desk Technician

Descrição

Resumo da Vaga: Procuramos um Técnico de Service Desk para integrar uma equipa focada no suporte ao utilizador, assegurando uma resolução de incidentes eficiente e orientada para a solução. Principais Destaques: 1. Experiência prévia em Service Desk ou Helpdesk 2. Forte capacidade de resolução de problemas e comunicação 3. Mentalidade proativa e orientada para o utilizador **Descrição da empresa** Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2\.5 billion euros in 2023\. **Descrição do emprego** We are looking for a Service Desk Technician to join a team focused on user support, ensuring efficient, structured, and solution\-oriented incident resolution. **Key Responsibilities:** * Provide remote technical support to End Users * Manage requests and incidents received via phone, email, and ITSM tools * Log, categorize, diagnose, and resolve support tickets * Escalate incidents to 2nd line teams when necessary * Ensure compliance with defined processes and SLAs * Document all interactions and resolutions in the ITSM tool **Qualificações** * Previous experience in Service Desk or Helpdesk roles * Knowledge of operating systems: + Windows 10 and 11 + Chrome OS (nice to have) * Experience with ITSM tools * Strong troubleshooting skills in a remote support environment * Excellent communication skills and user\-oriented mindset * Proactive attitude and sense of ownership * Ability to work autonomously and solve problems effectively * Strong organizational and prioritization skills * Team player with a collaborative mindset **Informação adicional** * Availability for on\-call duty (1 to 2 times per month) * Initial training conducted on\-site * Shift\-based schedule between 7:00 AM and 11:00 PM (7 days a week) * Possibility of hybrid/remote work under specific service conditions