IT Service Desk Analyst – Hybrid (Coimbra)

About the role

The IT Service Desk Analyst will join the Constellation Technology Team to provide high‑quality internal IT support for BCA colleagues. Working in a hybrid model from Coimbra, you will be the first point of contact for incidents and requests, ensuring swift resolution in an ITIL‑driven environment.

Key responsibilities

• Log, coordinate, monitor and resolve all IT incidents and service requests using the company’s ITSM tool.
• Maintain high ticket quality and meet agreed KPI targets for first‑contact fix rates and availability.
• Provide technical expertise and troubleshooting for internal customers, documenting all actions in the ticket system.
• Build and sustain effective relationships with internal support teams, development groups, business departments and third‑party suppliers.
• Ensure compliance with ISO 9001:2015 processes and keep the asset register up to date.

Required profile

• Strong communication skills with the ability to interact with staff at all levels.
• Proven customer‑service orientation and problem‑solving ability in a fast‑paced service desk environment.
• Experience working with rotational shift patterns and hybrid working arrangements.
• Commitment to following documented processes and standards (ISO 9001, ITIL).

Required skills

• Proficiency with an IT Service Management (ITSM) tool.
• Working knowledge of the ITIL framework.
• Familiarity with ISO 9001:2015 documentation and asset management.

What we offer

• Competitive salary package.
• Hybrid working (home & office in Coimbra).
• 40‑hour week with rotational shift pattern.
• Permanent contract and opportunities for internal mobility across the Constellation Automotive Group.