Service Desk Analyst L1 Lisboa

Service Desk Analyst L1
Lisboa
Lisboa, Portugal

Our Company

We're Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world's potential. We're
- centric and here to power good. Every day, we
- proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what's now to what's next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don't expect you to 'fit' every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

The role

We are looking for a dedicated and proactive IT Support Technician to join Spanish line support as IT Service Desk Analyst. This role requires rotational 24/7 support operations with Work from Office and candidate will be the first point of contact for
- users issues. Will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

• Provide
  - line support for a variety of IT issues including hardware, software, network, and
  - related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Diagnose and resolve advanced IT-related issues - Software's, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management and Active Directory / ARS platform knowledge.
• Setup / Diagnose and resolve MTR / AV related issues.
• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are
  -
  - date and secure and manage Intune device configurations and updates.

What you'll bring

• Solid experience in Service Desk/Technical Support - L1.
• A Bachelor's degree with Spanish as the primary language is desirable / bilingual (English & Spanish).
• An ITIL certification is desirable.
• Experience with tools like Service
  Now, Genesys, Beyond
  Trust (Bomgar).
• Provide support through Calls, Emails and
  - service tickets and should be willing to work in 24*7 rotational shift environment.
• Excellent communication and customer service skills to support Global customers, with the ability to explain technical issues to
  - technical users.
• Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Good knowledge of ticketing systems (e. g. , Service
  Now).
• Strong
  - solving and troubleshooting skills.