IT Support / Service Desk Analyst (Porto)

About the role

We are seeking an IT Support / Service Desk Analyst to deliver remote assistance to end‑users, ensuring incidents and service requests are resolved efficiently across multiple channels. The role combines technical troubleshooting with strong documentation and customer service.

Key responsibilities

• Provide remote IT support via phone, email and ITSM platforms.
• Register, categorize, troubleshoot, resolve or appropriately escalate incidents and service requests.
• Document all activities and user interactions in the ITSM tool.
• Create and maintain technical procedures and knowledge‑base articles.
• Update tickets with detailed actions, validations and outcomes.
• Maintain accurate records of supported equipment and assets.
• Follow support processes, escalation procedures and service standards.
• Deliver high‑quality customer service while handling multiple requests.

Required profile

• Proven experience providing remote support to end users.
• Background in Service Desk, Help Desk or IT Support environments.
• Familiarity with incident management, request handling, troubleshooting and escalation processes.
• Ability to follow operational procedures and keep precise records.
• Strong communication skills and a customer‑focused mindset.
• Proactive attitude, initiative and problem‑solving capability.
• Availability for rotating shifts between 07:00 and 23:00, 7 days a week.
• Hybrid/remote work possible according to service rules and operational needs.

Required skills

• ITSM tools
• Remote support