1st Line Helpdesk Analyst

3 semanas atrás

Porto, Portugal VML Tempo inteiro

**Who We Are**:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

**1st Line Helpdesk Analyst needed to join our team on a permanent basis in our Lisbon or Porto office.**:
**The opportunity**:
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.

**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 second-line 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 problem-solving 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 follow-up communications.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical 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.

**AT VML Enterprise Solutions**:
Our Enterprise Solutions 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 across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for wo

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