Service Desk Engineer - Hybrid Lisboa

Service Desk Engineer - Hybrid
Lisboa
Lisboa, Lisboa, Portugal

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

Job Description

In a nutshell

As a Service Desk Agent you will be the first point of contact to support employees in all IT related queries; especially, end users regarding LIMS Applications.

Where will you be based and what business will you support?

As part of the Europe Service Desk Team, you will be based in Lisbon, and provide support to the Environment Testing Portugal business. This covers approximately 1, 000
- users and more than 100 sites across Portugal. We support the lab, office, and VIP internal users to enable the business to run smoothly.

How can you help us?

As 1st Level Support, you will:

1. Provide technical support to Portugal based
   - users (in Portuguese) by identifying problems, researching and answering questions, troubleshooting problems or forwarding them to the 2nd level support.

You will support end users regarding:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, One
  Drive, Share
  Point, Windows).
• Identity and Access Management queries.
• Desktop and Server patching.
• Applications related problems requiring triage to respective application support group.

Your main activities will be:

• Register, classify, route,
  - up and resolve requests according to internal processes;
• Own the incoming requests and manage escalations;
• Support the creation of operational documents/instructions for the Service Desk team;
• Identify and document workarounds;
• Support maintenance and accuracy of knowledge articles available for
  - users via the service portal;
• Execute, participate and report on IT & Application project rollouts;
• Identify candidates for Service Catalogue items based on commonly requested items by end users.

Qualifications

Are you our kind of extraordinary?

You have:

• Proven experience in a Service Desk agent function;
• Experience in troubleshooting Windows 10, 11;
• Understanding of M365, ability to support user issues;
• Excellent communication and interpersonal skills;
• Very good command of English written and spoken;
• Very good command of Portuguese written and spoken;
• Can-do approach and capability to work in a dynamically changing environment.

What else should I know?

The following skills and experience are considered a plus:

• Windows Server and AD experience;
• Networking experience;
• Service Now Ticketing usage;
• Azure Cloud knowledge;

Additional Information

We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.

We embrace diversity! The Eurofins network of companies believes in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applicants based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us achieve this goal!

Find out more on our career page: Eurofins Careers.