Service Desk 1st Line Support Agent

TL;DR

Service Desk 1st Line Support Agent (IT Support): First point of contact for incoming tickets via phone and chat for a client agency with an accent on basic software, hardware, and audio-visual support. Focus on resolving incidents, coordinating end-to-end resolution, and maintaining service continuity.

Location: Onsite in Lisbon, Portugal

Company

A European technology company dedicated to responsible digitalisation for public and private organisations.

What you will do

• Handle incoming requests through phone and chat channels.
• Resolve incidents and service requests, including software installation and configuration.
• Perform minor hardware repairs and ICT system upgrades.
• Coordinate with other parties for end-to-end ticket resolution.
• Train end-users on best practices for software, hardware, and AV equipment.
• Ensure service continuity, security, and performance through day-to-day operations.

Requirements

• Bachelor's degree in Computer Science or a relevant field.
• Minimum 3 years of proven experience in IT Service Desk and direct customer support.
• English: C1 level required.
• Experience with Active Directory (Microsoft and Azure), Office Tools, and ITSM tools (Jira or ServiceNow).
• Knowledge of common operating systems and Audio-visual applications.
• Relevant certification: ITIL V4, MCSA, MCSE, Microsoft Azure, or CompTIA A+.

Nice to have

• Experience with Microsoft 365, Bitlocker, VPN, and network troubleshooting.

Culture & Benefits

• Opportunity to work in a diverse environment with experienced professionals.
• Engagement in large-scale projects with global impact.
• Commitment to equal opportunities and an inclusive workplace.
• Focus on human rights and positive employee value.