Helpdesk Analyst

1 semana atrás

Lisboa, Lisboa, Portugal VML Commerce & Technology Tempo inteiro

We are currently seeking a proactive, skilled and enthusiastic 1st Line Helpdesk Analyst to join our team and provide first-level technical support to our customers.


The team will provide coverage across both UK/Portugal hours and East Coast USA hours, working within a small rota to ensure the correct level of coverage.


In our Lisbon or Porto office, you'll join a team of other specialists who are always ready to help each other.

The team is part of our VML Thompson Commerce and Technologies network and works in coordination with our Local and EMEA client leads.


Please note that this job is a full-time position located in Lisbon or Porto, but the selection process will be conducted in English.

Please send over your CV in English

What you'll be doing:


As a 1st Line Helpdesk Analyst, you will be responsible for handling incoming support tickets, performing initial triage and escalating complex issues to the appropriate resolver groups.

Your exceptional communication skills and technical knowledge will help you deliver the highest level of customer service, resolve basic technical issues and ensure timely ticket resolution.


  • Receive, log and categorise incoming support tickets using Jira Service Desk and other ITSM tooling.
  • Perform initial triage and troubleshooting of reported issues to identify resolution steps or escalate to the relevant resolver groups.
  • Resolve basic technical problems independently, including issues related to eCommerce, user access and POS (software and hardware).
  • Respond promptly to customer enquiries, ensuring all interactions are professional and courteous.
  • Keep customers informed about the status and progress of their tickets and provide regular updates until resolution.
  • Collaborate effectively with internal teams, including secondline support analysts and other resolver groups, to ensure timely resolution of complex issues.
  • Document solutions / create run books for common issues and frequently asked questions.
  • Follow standard operating procedures for ticket handling, incident management and knowledge base articles / run books.
  • Maintain accurate records of customer interactions, actions taken and ticket details in Jira Service Desk / other ITSM tooling.
  • Identify recurring issues and trends and provide feedback to the appropriate teams for process improvements.

What we want from you:

  • Proven experience working in a helpdesk or technical support role, preferably in a 1st line support capacity.
  • Strong problemsolving skills and the ability to analyse and resolve basic technical issues independently.
  • Exceptional customer service skills with a focus on providing a positive experience to our customers.
  • Ability to work well under pressure, handle multiple tasks simultaneously and meet agreed SLA's.
  • Good organisational skills and attention to detail to ensure accurate ticket documentation and followup communications.
  • Excellent written and verbal communication skills in English, with the ability to explain technical concepts to nontechnical users.
  • Familiarity with ticketing systems and ITSM tools.

If you know some of this, even better:

  • Professional certifications such as ITIL Foundation.
  • Experience of working with eCommerce solutions.
  • Experience of working with POS solutions.
  • Experience of working with APM's to aide in the triage of issues.

What we can offer you:


Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills.

We'll empower you to make a difference, allow you to be yourself, and respect who you are.


We offer a great benefits package including hybrid working that works for everyone, social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.


VML is a leading creative company that combines brand experience, customer experience, and commerce to create connected brands and drive growth.

VML is celebrated for its innovative and award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Intel, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's.

The agency is recognized by the Forrester Wave Reports, which name WPP as a "Leader" in Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization.

As the world's most advanced and largest creative company, VML's global network is powered by 30,000 talented people across 60-plus markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.


AT VML Commerce & Technology:

Our commerce and technology division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences

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