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 across multiple channels. The role focuses on fast, accurate incident resolution while maintaining thorough documentation and adhering to established support processes.

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 user interactions and actions taken within the ITSM tool.
• Create and maintain technical procedures and knowledge‑base articles.
• Update tickets with detailed information on actions performed and validations completed.
• Maintain accurate records of supported equipment and assets.
• Ensure compliance with support processes, escalation procedures and service standards.
• Deliver high‑level customer service while managing multiple requests efficiently.

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 solid problem‑solving abilities.
• Willingness to work rotating shifts between 07:00 and 23:00, 7 days a week.
• Hybrid/remote work availability according to service rules and operational needs.

Required skills

• Remote IT support
• ITSM ticketing tools (incident and request management)
• Troubleshooting and escalation procedures