Service Desk Analyst

1 semana atrás

Lisboa, Lisboa, Portugal MOZAYDO Tempo inteiro

Job Title: Service Desk Analyst

Location: Lisbon, Portugal

Work model: Full-time, Hybrid (3x office per week)

About Mozaydo

Mozaydo was built by people who believe work should feel human - even when powered by technology.

We're a remote-first company that connects talent, technology, and purpose to help companies grow sustainably.

Here, ownership matters more than control, and progress matters more than perfection.

People powered. Technology enabled.

About the Role

We're expanding our Technology Services Team capacity to support our customers.

This professional will provide first-line support to end-users, assisting with hardware, software, and IT service management issues. The ideal candidate has strong technical knowledge, excellent communication skills, and the ability to work in a shift-based environment, contributing to the smooth operation of IT services.

Responsibilities

  • Provide first-line IT support to end-users, resolving hardware, software, and application issues;
  • Support and troubleshoot Windows operating systems, Office 365 applications, and ITSM tools;
  • Log, track, and manage incidents and service requests according to ITSM processes;
  • Communicate effectively with end-users and escalate issues to appropriate teams when necessary;
  • Participate in shift-based schedules to ensure coverage and continuity of service;
  • Document resolutions, procedures, and known issues to maintain knowledge base and improve service delivery;
  • Collaborate with IT teams to support upgrades, deployments, and IT projects affecting end-users.

Requirements

  • Proven experience in Service Desk, Help Desk, or end-user support roles;
  • Strong technical knowledge of Windows operating systems, Office 365, and ITSM tools;
  • Ability to work in a shift-based schedule and adapt to varying operational demands;
  • Customer-oriented mindset with strong problem-solving and analytical skills;
  • Ability to follow established processes and document work accurately;
  • Degree or equivalent in Information Systems, Computer Science, or related field is a plus;
  • Good command of the English language (spoken and written).

What We Offer

  • Flexible work.
  • Culture of autonomy and trust.
  • Challenging and human projects.
  • Opportunities for growth and continuous learning.

Hiring Process

Our hiring process is designed to ensure the best match between talent and opportunity. Steps may vary slightly depending on the specific role.

  • Introductory Meeting with Mozaydo - to get to know you, your experience, and career goals.
  • Client Interview - a conversation with the client to explore alignment with the role and team.
  • Technical Assessment - evaluation of specific skills and expertise, when relevant.
  • Final Interview (Cultural Fit) - focused on values, mindset, and collaboration style.

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