Service Desk Agent (Portuguese and English)

About the role

Inetum, a European leader in digital services, is looking for a Service Desk professional to provide first-line support in Lisbon. The role delivers telephone and email support in Portuguese and English to citizens and organizations.

Key responsibilities

• Provide first-line support by telephone and email in Portuguese and English.
• Register, analyze and respond to requests from citizens and organizations.
• Create and maintain incident records in the incident management platform, classifying, prioritizing and tracking them.
• Guide users on entity registration, self-identification and qualification, cybersecurity incident notifications, complaints and general communications.
• Diagnose issues using predefined scripts, procedures and knowledge base documentation, resolving requests at first contact whenever possible.
• Escalate urgent, recurring or complex cases to the second-line team with complete information.
• Monitor incidents to resolution and keep a complete audit trail.
• Ensure compliance with service levels, confidentiality, data protection and information security requirements, and take part in training sessions.

Required profile

• Bachelor's degree (minimum academic qualification).
• At least 2 years of experience in customer service, incident management and direct communication with external stakeholders in a contact centre or similar environment.
• Fluent spoken and written Portuguese and English.

Required skills

• Customer support and service desk operations, incident management and ticketing systems, contact centre platforms.
• Email and telephone support environments.
• Strong user-level IT skills: Microsoft Office Suite, web applications, customer service platforms and incident/ticket management systems.
• Ability to follow operational procedures, service scripts and escalation processes.