Service Desk Engineer, Lisbon Lisboa

Service Desk Engineer, Lisbon
Lisboa
Lisboa, Lisboa, Portugal

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: Provide technical support to Portugal-based
- users (in Portuguese) by identifying problems, researching and answering questions, troubleshooting issues, 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 the respective application support group.

Your main activities will be:

• Register, classify, route, follow 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 and 11.
• Understanding of M365, with the 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.
• A
  - 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

What can we offer you?

• A competitive salary package, including bonus and benefits.
• Extensive
  -
  - job coaching and training opportunities.
• A hybrid working setup.
• Challenges within a
  - cultural and
  - regional team as part of the international and
  - growing Eurofins organization.
• A dynamic working environment with a good team spirit where personal development and growth are highly encouraged.

Your application:

As the role and Eurofins' IT Talent Acquisition team are international, please ensure to submit your application in English.

Want to know more about us?

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! Eurofins network of companies believe 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 also count on our dedicated carbon reduction team to help us achieve this goal!