Service Desk Engineer - Hybrid

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;