It Servicedesk Operator

4 semanas atrás


Lisboa, Lisboa, Portugal Jonescorp Tempo inteiro

IT ServiceDesk Operator (French & English mandatory)Overview
The Service Desk Operator plays a critical role in ensuring seamless IT operations by providing essential support for incident resolution and service request fulfillment. Acting as the single point of contact for customers, the operator ensures a smooth and efficient end-to-end customer experience.
Key responsibilities include: Initial incident/request assessment, troubleshooting, and resolution of IT-related issues.Supporting common desktop software in a Windows environment and troubleshooting associated hardware.Managing automated software distribution, telephony, video conferencing, and mobile devices (e.g., iPhone, iPad, Microsoft Surface Pro).Logging and categorizing all incidents and service requests, ensuring appropriate prioritization and escalation when necessary.Maintaining professional communication with customers.Operators are also expected to document incident resolutions, update knowledge bases, and continuously improve their understanding of business practices to enhance issue resolution capabilities. After-hours and on-call support may be required.
Role Purpose The Service Desk Operator handles incidents and service requests as part of first-line support. The responsibilities and required technical skills include, but are not limited to, the following:
Key Responsibilities Incident and Request Management Log and track all incidents and service requests in the IT Service Management (ITSM) tool.Perform initial assessment, troubleshooting, and resolution where possible.Escalate complex issues to the appropriate technical teams when required.Technical Support Provide first-line support for Windows-based desktops, laptops, and related hardware.Support and troubleshoot software applications, including Office 365 and other enterprise tools.Assist with mobile device management (iPhones, iPads, Microsoft Surface Pro).Manage and support video conferencing, telephony systems, and remote access solutions.Customer Interaction & Communication Maintain clear, professional, and timely communication with end users.Provide guidance and technical assistance to customers in a user-friendly manner.Ensure a positive customer experience by following up on pending issues.Documentation & Knowledge Management Maintain accurate and up-to-date documentation of resolved incidents and solutions.Contribute to the knowledge base to enhance future problem-solving efficiency.Continuously develop technical skills and stay updated on company IT practices.Required Skills & Experience Experience in first-line IT support and incident management.Strong knowledge of Windows operating systems and desktop applications.Familiarity with automated software distribution, telephony, and video conferencing tools.Understanding of mobile device support (iPhones, iPads, Surface Pro).Ability to prioritize and categorize incidents effectively.Excellent problem-solving skills and attention to detail.Strong communication and customer service skills.Additional Information: May require after-hours and on-call support. Opportunities for career growth and skill development.
Seniority levelEntry level
Employment typeFull-time
Job functionInformation Technology
IndustriesIT Services and IT Consulting

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