Junior Service Desk Analyst

**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.

**The opportunity**:
At VML ES we are currently looking for a Junior Service Desk Analyst to join one of our offices in Portugal.

This is an entry level opportunity to join our Service Desk Team that delivers exceptional IT support and service management solutions to our staff and clients.

Our collaborative approach and commitment to excellence ensure comprehensive, efficient, and proactive service delivery that consistently exceeds expectations.

**What**you'll**get to do**:
Provide ticket triage, SLA monitoring, reporting, ticket management, and support to Service Delivery Managers and Support Teams. Effectively prioritise workload while adapting to rapidly changing demands. Your main responsibilities will include:

- **Ticket Management**: Triage, route, assign, update, and resolve tickets; manage allocation to Operations teams.
- **Performance Monitoring**: Track SLA/KPI compliance; generate operational reports and dashboards.
- **Jira Administration**: Configure and maintain Jira Service Desk (automation, access, JQL).
- **Problem Solving & Collaboration**: Proactively address recurring issues; build relationships with technical teams.
- **Client Support**: Implement new Service Desks; coordinate onboarding; manage third-party access.
- **SDM Coverage**: Provide support for Central Operations accounts.

**What**you should have**:

- Proven experience in incident management processes
- Ability to work independently and collaboratively within cross-functional teams
- Strong multitasking capabilities with proven ability to manage concurrent tasks
- Proficiency in Microsoft Office Suite
- Excellent written and verbal communication skills
- English at min B2 level

**Bonus points if you have**:

- Knowledge of ITIL frameworks
- Experience with Confluence
- Experience with ITSM tools, including Jira, Jira Service Management, ServiceNow, and Azure DevOps
- Proficiency in JQL (Jira Query Language)

**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 social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.

**Our personality and behaviours**: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:

- Connect Meaningfully
- Inspire Creatively
- Include Purposefully
- Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That's why we look for people who go beyond and always push our thinking to be better than yesterday.

**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 world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury's, Selfridges, Shell and Tiffany & Co. We've built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we're looking for new people to join us on our journey to inspire and take a k