Service Desk
- Working Location: Lisbon Portugal
- Language: High proficiency level in English language
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
3 years experience in front office / service desk / support administration
Experience in enduser hardware support diagnosis and troubleshooting (e.g.: desktop laptop printer phone mobile phones smart phones tablets)
Experience in Microsoft applications (e.g.: Windows 10 and Microsoft Office suite)
Experience in Service Management tools and processes
Experience in ticket management
Active Directory administration skills
ITIL Foundation qualification
Experience in providing technical training on internal procedures to users (e.g. How to use the VPN client to connect to EMSA)
DUTIES/ROLE:
Identify and record incidents and service requests
Provide incident diagnosis and support
Categorise incidents according to defined categories
Prioritise incidents based on impact and urgency
Investigate troubleshoot and diagnose incidents
Resolve incidents and recover services according to agreed service levels
Software installation/configuration
Hardware installation/configuration
Asset management
Maintenance of procedures
Setup and maintenance of documentation procedures and processes