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Help Desk Engineer
1 semana atrás
We are looking for a highly skilled IT Service Desk Engineer to join our team at TN Portugal. As the primary point of contact for all IT-related issues and requests, you will be responsible for ensuring that incidents and service requests are handled efficiently, either by resolving them directly or escalating them to the appropriate team.
Your key responsibilities will include:
- Acting as the main point of contact for all IT-related inquiries, incidents, and service requests.
- Logging, prioritizing, and assigning incidents and requests using the ticketing system.
- Providing Level 1 support for all IT issues, ensuring prompt resolution of common technical problems.
- Monitoring ticket queues to ensure timely resolution in line with Service Level Agreements (SLAs).
- Communicating incident status updates to users in a clear and concise manner.
In addition to these responsibilities, you will also be required to assist end-users in using collaboration tools, applications, and IT systems effectively, and to develop user-friendly guides and documentation for common support topics.
To succeed in this role, you will need to have a solid understanding of Windows environments, familiarity with ITSM tools, basic understanding of networking concepts, hardware, and software troubleshooting, and experience with collaboration tools. Strong problem-solving abilities, attention to detail, and excellent communication and interpersonal skills are also essential.
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