Service Desk Analyst (Shift-Based Operations)

About the role

Inetum, a European leader in digital services, is looking for a Service Desk Analyst to join a shift-based support operation in Covilhã. The role provides first-line IT, information systems and telecommunications support, covering incident management, request handling, troubleshooting and remote support while meeting defined Service Level Agreements.

Key responsibilities

• Deliver Service Desk support using ITSM and ticketing platforms
• Log, analyse, troubleshoot, resolve or escalate incidents, service requests and changes
• Provide remote support for IT, information systems and telecommunications services
• Use remote access and desktop management tools to diagnose and fix technical issues
• Monitor the lifecycle of incidents, requests and changes to ensure SLA compliance
• Support end users on hardware, software, operating systems, access management and mobility
• Maintain accurate records of support activities and work with internal teams on escalated cases
• Work in shifts to ensure continuous service coverage

Required profile

• Secondary education (12th grade) or higher
• At least 2 years of proven experience in IT support, troubleshooting and incident resolution
• Experience in Service Desk, Help Desk or Technical Support environments
• Fluent written and spoken English (mandatory)

Required skills

• Windows and Linux operating systems
• Active Directory, remote access tools, mobile device support
• Incident, request and change management; Windows 11, desktop PCs and laptops
• One or more of: CA Service Desk, HP Service Manager, other ITSM and ticketing platforms