IT Support/Service Desk Analyst | Porto | Onsite

We are looking for an IT Support Analyst to provide remote support to end users, ensuring effective resolution of incidents and service requests through multiple communication channels.

The successful candidate will be responsible for handling user requests, troubleshooting technical issues, maintaining accurate documentation, and ensuring compliance with established support processes and procedures.

🎯 Responsibilities

• Provide remote IT support to end users through multiple channels, including phone, email, and ITSM platforms.
• Register, categorize, troubleshoot, resolve, or escalate incidents and service requests according to defined procedures.
• Ensure all activities and user interactions are properly documented within the ITSM tool.
• Create and maintain technical procedures and knowledge documentation.
• Update tickets with detailed information regarding actions performed and validations completed.
• Maintain accurate records of equipment and assets that have been supported or updated.
• Ensure compliance with support processes, escalation procedures, and service standards.
• Deliver a high level of customer service while managing multiple requests efficiently.

✅ Requirements

• Experience providing remote support to end users.
• Experience working in Service Desk, Help Desk, or IT Support environments.
• Knowledge of incident management, request handling, troubleshooting, and escalation processes.
• Experience using ITSM tools for ticket management and documentation.
• Ability to follow operational procedures and maintain accurate records.
• Strong communication skills and customer-focused mindset.
• Proactive attitude, initiative, and problem-solving skills.
• Availability to work rotating shifts between 07:00 and 23:00, 7 days per week.
• Hybrid/remote work availability according to service rules and operational needs.
• Workplace located in Porto.