L1 - Helpdesk
HybridLisbon, Lisbon, Portugal
Job Summary
Monitor customers' IT infrastructures (servers, network devices, applications) and react to alerts per process binders. Analyze support requests via phone, email, or web submission into the Incident management application, then log and document every request in ticketing systems with accurate troubleshooting steps. Follow up and escalate tickets according to priority, impact, and SLAs while providing regular status feedback to clients. Execute proactive health checks using defined checklists and maintain close collaboration with colleagues to ensure high-standard service delivery. Adhere to Managed Services Operations quality standards, procedures, and work instructions. Attendance in trainings and team meetings is required. Advanced English skills and professionalism in all client communications are essential.
Required Qualifications
- Advanced English skills
- Professionalism in all forms of communication with the clients (phone calls, e-mails)
- IT skills
- Strong interest and willingness in self-development
- Strong team spirit and involvement
- Punctuality and flexibility
- Ability to listen, learn and improve
- Valid for shift work: 7:00 a.m. to 4:00 p.m.
- Valid for shift work: 4:00 p.m. to 11:00 p.m.
- Valid for shift work: 11:00 p.m. to 7:00 a.m.
- Work 4 days and have 2 days off—rotating days off
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