IT Support / Service Desk Analyst – Onsite in Porto

About the role

We are seeking an IT Support / Service Desk Analyst to deliver remote assistance to end‑users from our Porto office. The role involves handling incidents and service requests across phone, email and ITSM platforms while maintaining high standards of documentation and customer service.

Key responsibilities

• Provide remote IT support via phone, email and ITSM tools.
• Register, categorize, troubleshoot, resolve or appropriately escalate incidents and service requests.
• Document all actions, validations and communications in the ITSM system.
• Create and maintain technical procedures and knowledge‑base articles.
• Track equipment and asset updates related to support activities.
• Ensure compliance with support processes, escalation procedures and service level agreements.
• Manage multiple requests efficiently while delivering excellent customer service.

Required profile

• Proven experience in remote support, Service Desk, Help Desk or similar IT support roles.
• Familiarity with incident management, request handling, troubleshooting and escalation processes.
• Ability to work rotating shifts between 07:00 and 23:00, seven days a week.
• Strong communication skills and a customer‑focused mindset.
• Availability for hybrid/remote work according to operational needs.

Required skills

• Experience with ITSM ticketing tools.