IT Support / Service Desk Analyst (Porto, Onsite)

About the role

We are seeking an IT Support / Service Desk Analyst to deliver remote assistance to end‑users in Porto. The role involves handling incidents and service requests across multiple channels while maintaining high standards of 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.
• Ensure compliance with support processes, escalation procedures and service level agreements.
• Deliver high‑quality 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 problem‑solving capability.
• Availability for rotating shifts between 07:00 and 23:00, seven days a week.
• Hybrid/remote work possible according to service rules and operational needs.

Required skills

• Remote support techniques
• ITSM tool usage for ticket management and documentation
• Incident management processes
• Request handling and escalation procedures
• Troubleshooting of hardware and software issues