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.Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.Job DescriptionIn a nutshellAs a Service Desk Agent you will be first point of contact to support employees in all IT related queries; especially, end users regarding LIMS Applications.Where will you be based and what business will you support?As part of the Europe Service Desk Team, you will be based in Lisbon, and provide support to Environment Testing Portugal business. This covers approx. 1,000 end-users and more than 100 sites across Portugal. We support the lab, office and VIP internal users to enable the business to run smoothly.How can you help us?As 1st Level Support Provide technical support to Portugal based end-users (in Portuguese) by identifying problems, researching and answering questions, troubleshooting problems or forwarding them to the 2nd level support.You will support end users regarding:Workplace related queries and issues.M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).Identity and Access Management queries.Desktop and Server patching.Applications related problems requiring triage to respective application support group.Your main activities will be:Register, classify, route, follow-up and resolve requests according to internal processes; Own the incoming requests and manage escalations; Support the creation of operational documents/instructions for Service Desk team; Identify and document Workarounds; Support maintenance and accuracy of Knowledge articles available for end-users via service portal; Execute, participate andreport on IT & Application project rollout.Identify candidates for Service Catalogue items based on commonly requested items by end users; QualificationsAre you our kind of extraordinary?You have:Proven experience in a Service Desk agent function; Experience in troubleshooting Windows 10, 11; Understanding of M365, ability to support user issues; Excellent communication and interpersonal skills; Very good command of English written and spoken; Very good command of Portuguese written and spoken; Can do approach and capability to work in dynamically changing environment
