IT Service Desk Analyst
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
ITS Service Desk Analyst delivering remote IT service desk support to clients from Portugal. Responsible for resolving user inquiries and troubleshooting technical issues efficiently.
Responsibilities:
- Provide timely IT service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from caller and document data elements in designated tool
- Maintain records of all calls from customers using designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot, and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
- Provide support and instruction for client products
- Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
- Update knowledge base for all clients
- Unlock and reset passwords for user accounts
- Resolve issues for clients using designated remote access tool
- Ability to have flexible schedules to assist in responding to emergency support issues and situations
- Other duties as assigned
Requirements:
- Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.
- High proficiency in Windows and MS Office Suite applications. Excel basics (advanced would be a bonus).
- Prior experience with any that are on this short list are a bonus: ServiceNow, NICE CXone/inContact, Halo.
- Solid computer keyboarding, multiple monitor, and touchpad skills.
- General understanding of various software and hardware.
- Excellent written and oral English communication skills.
- Excellent analytical and problem-solving skills.
- Excellent customer service orientation.
- Ability to adjust and adapt to situations in a timely manner.
- Motivated self-starter, proactive with initiative to work and learn.
Benefits:
- private health insurance
- compensation for the expenses incurred due to teleworking of a gross fixed amount of 50 euros (per month)
Similar Jobs
Senior Delivery Analyst
Senior Delivery Analyst managing data product workflows and ensuring quality assurance at Acxiom. Responsible for coordinating with clients and stakeholders while leading projects on data processing.
Senior Analyst, Field Inventory Planning
Senior Analyst supporting field inventory planning at Petco, ensuring inventory readiness across new stores and promotional activities. Analyzing trends and collaborating with cross-functional teams.
IT Analyst – OpTime/Anesthesia
Epic IT Analyst managing application integrations and system configurations in healthcare setting for Baptist Health. Collaborating between IT and operations to ensure software aligns with goals and mandates.
Environmental Health SME – Solution Analyst
Solutions Analyst harnessing public health knowledge to enhance technology solutions for health departments. Collaborating to identify challenges and implementing efficient workflows.
Senior Compensation Analyst
Senior Compensation Analyst at Argano managing compensation policies and programs, conducting analysis on salary structure, and ensuring compliance with laws.
Senior Clinical Information Systems Analyst – Epic Orders, Bugsy
Epic Analyst responsible for managing ambulatory applications and providing project support at healthcare organization. Collaborating with teams to optimize workflows and ensure effective application functionality.
NERC CIP Remediation Analyst
NERC CIP Remediation Analyst delivering hands-on remediation execution for utility compliance audit preparation. Working with audit readiness team on gap assessment and mock audit facilitation.
Data Protection Analyst
Data Protection Analyst at CrowdStrike providing operational support for data protection initiatives and ensuring compliance with data policies. Collaborating with the Data Protection Manager on technical labeling and data cataloging tasks.
Data Surveillance Analyst
Data Surveillance Analyst responsible for data analysis and compliance with clinical monitoring at Parexel. Engaging in Data Surveillance Plans and documentation to advance clinical trial processes.
Service Desk Analyst – Tier 2
Service Desk Analyst providing advanced customer support in Momentum Financials for the Department of Veterans Affairs. Collaborating with stakeholders and resolving technical issues in a timely manner.
Senior Capital Markets Analyst
Sr. Capital Markets Analyst for iBusiness Funding supporting execution of structured funding and producing lender materials. Utilizing strong modeling skills and collaborating with various internal and external stakeholders.
LATAM Intercompany Analyst
Intercompany Analyst responsible for managing purchasing data and resolving discrepancies within intercompany operations. Collaborating globally to ensure effective procurement processes.
Clinical Development Analyst
Clinical Development Analyst providing coding performance and client consultation at Solventum. Enhancing coding solutions with data analysis and support across teams.
Scheduling Analyst
Scheduling Analyst at HarmonyCares managing provider schedules for efficient patient engagement in home-based healthcare services.
Agile Analyst
Agile role at Hitss ensuring effective adoption of agile methodologies across teams. Collaborate with leaders and stakeholders to streamline processes and drive continuous improvement.
Senior Analyst, Commercial Data – Insights
Senior Analyst specializing in commercial data and insights for biopharmaceutical company. Developing dashboards, providing actionable insights, and improving analytics capabilities.
Senior Analyst, MENA – Geoeconomics of GCC region
Senior Analyst conducting research and analysis on GCC economy at Eurasia Group. Focusing on investments, regulatory changes, and client engagement in the MENA region.
SOX IT Analyst
SOX IT Analyst at Hims & Hers driving Sarbanes-Oxley compliance and improving IT processes. Collaborating with IT teams and managing documentation for compliance activities.
Credit Analyst
Credit Analyst supporting investment underwriting and asset management for a boutique capital markets firm. Involves financial analysis, portfolio performance reporting, and covenant compliance in a remote setting.
Configuration Analyst II
Configuration Analyst II responsible for system configuration and validation for health plan implementations. Collaborating to ensure accurate benefit programming and compliance requirements.