IT Help Desk Support (home office)

Please note: you have to be already located in (or relocate to) Portugal in order to have this job.

POSITION SUMMARY


As an ITS Service Desk Analyst, reporting to the ITS Team Lead/Manager, your primary responsibilities will be to provide polite and professional support to external customers and clients at all times. You will receive, document and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance in regards to metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Paid training is provided. This can be multiple different clients.

KEY RESPONSIBILITIES

Investigate, examine, troubleshoot and solve hardware and software issues quickly
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
Resolve issues for clients using designated remote access tool
Ability to have flexible schedule to assist in responding to emergency support issues and situations

Required Technical Skills Experiences:

Excellent English skills to be able to provide support towards the US market
Solid computer keyboarding, multiple monitor and touchpad skills
Support experience in the following fields on an enterprise network environment: Outlook/Microsoft Exchange, Active Directory (user accounts and permissions)

Microsoft Office Certification
Work from home
Private health insurance after 3 months of employment;
Initial training fully paid and included in the contract
Monthly meal allowance
Monthly internet package compensation