Service Desk
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Inetum is a
European leader in digital services , supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes
consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services Job Description
We are looking for a
Service Desk
to provide first-line support services. The role involves delivering telephone and email support in both Portuguese and English to citizens and organizations. Key Responsibilities Provide
first-line support
via telephone and email in Portuguese and English. Register, analyze, and respond to requests from citizens and organizations. Create and maintain incident records for every interaction within the incident management platform. Classify, prioritize, and track incidents according to established procedures. Provide information and guidance regarding:
Entity registration processes Self-identification and qualification procedures Cybersecurity incident notifications Complaints and general communications
Perform initial diagnosis and respond according to predefined scripts, procedures, and knowledge base documentation. Resolve requests during the first contact whenever possible. Escalate urgent, recurring, or complex cases to thesecond-line support team, ensuring complete and accurate information
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