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Description
The Service Desk Analyst is the first line of support for Glory and the service orchestrator for the rest of IS. To fulfill this position, one must have a good technical mindset, excellent customer service skills, and patience. Being on the front line involves exposure to senior individuals across the organization, so professionalism is essential.
Department:
IS - Service Delivery
Location:
Portugal/Torres Vedras
Key Responsibilities
- Incident and Service Request logging, prioritization, and assignment
- Managing the Service Desk number during shifts
- First Time Fix (FTF) of incidents within SLA
- Assigning incidents and requests to appropriate IS teams when needed
- Accurately capturing details for ticket logging
- Reporting on statistics as required
- Handling joiners, movers, leavers, and related requests in compliance with regulations
Skills, Knowledge & Expertise
- Understanding of enterprise technologies
- Proficiency with Microsoft Office applications
- Degree qualification (preferred)
- Experience working in a 24x7 shift environment
- Experience in medium-sized enterprise settings
- Experience in the manufacturing industry and related business applications
- Ability to work in a busy team, learn quickly, and handle various issues
- Excellent customer service skills
- Strong interest and foundation in IT
- Attention to detail, analytical skills, troubleshooting, and support commitment
- Ability to work under pressure
- Willingness to work on a dedicated team rota
- Strong communication skills in English, Portuguese, and German
- Self-motivated with a passion for personal development
Additional Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Information Technology
- Industries: IT Services and Consulting
This job posting is active. Apply now to join GLORY as a Service Desk Analyst in Torres Vedras, Lisbon, Portugal.
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