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IT Support Analyst IT Service Desk - (M/F/D) (M/F)


03.12.2022 | Lisboa | Referência: 2059282


Descrição da Função

Our client 

Are you looking for a career with purpose and dedicated to improving people’s well-being around the world? It’s an exciting time to join Essity and be part of our ambition to enhance service levels, drive efficiency and harmonization.? We are looking for talented individuals who want to make an impact and contribute to our global organization. Together we can make a difference!

Your new role

Global Operational Services (GOPS) is a global unit with 1,900 employees, located in over 43 countries worldwide, that delivers sustainable business value to Essity and our customers, by driving group wide operational efficiencies through Global Business Services (GBS), Essity IT and Global Sourcing.

GBS is a key support organization to Essity and consists of different service lines carrying out operational services such as Financial Services, Customer Administration Services, Sourcing Administration Services, HR Services, Master Data Services, IT support and Facility Management.

The IT Support Analyst provides basic IT support to customers following defined Service Management procedures.

  • Installation and replacing end user IT workplace equipment (PC’s, smartphones, printers, collaboration tools like meeting equipment);

  • Executing primarily 1st line IT support within the scope of WSS, to all internal customers globally;

  • Contribute to customer satisfaction (people dimension) and continuous efficiency improvements;

  • Needs to communicate effectively with customers and key stakeholders;

  • Support managing local servers and networks in collaboration with global IT teams;

  • Execute and cooperate close with other IT support teams;

  • Processing and taking ownership of tickets from customers, be able to reassign ticket to the appropriate groups when necessary;

  • Administration of IT assets (hard- and software);

  • Train and educate of users in relation to IT workplace and collaboration tools;

  • Work according to processes Incident, Request, and Problem Management;

  • Basic troubleshooting;

  • Manage with her/his manager the local telephony contract when necessary, for maintenance, new subscription;

  • Follow internal IT audit requirements;

  • Manage the country sales forces support in term of collaboration and workplace environment;

  • Follow KPIs relative to mission responsibility;

  • Manage the purchase order of local materiel in accordance with the budget and business need;

  • Follow intervention with maintenance suppliers like HP; Konica;

What you will need to succeed

  • Relevant University IT education or equivalent is an advantage;

  • Experience from IT service support, preferably in a global organization working across sites collaborating within own team and supporting stakeholders and customers;

  • Proven track record in Service Management and tools;

  • Remote support mainly for sales forces;

  • Self-driven and team player;

  • Customer oriented with ability to manage impatient customers, diplomatic;

  • Communication & interpersonal relationship skills;

  • Ability to work under pressure and autonomously;

  • Time management with sense of urgency/priority, Delivers with quality and speed;

  • Proven track record in Service Management and tools;

  • Relevant technical skills and education in Microsoft Server tools (Windows 2012/2016, Active directory, manage mailboxes, distribution list), Lan and Wan network (TCP/IP, DNS, DHCP and routers);

  • Relevant technical skills on Workstation: memory, network card and connectivity;

  • Windows operating systems and Microsoft tools, SAP user knowledge is an advantage;

  • Fluent in English, verbal and written. Portuguese/Spanish/German/French are an advantage.

What the company can offer

Be part of an international company that is committed to the well-being of its employees, where you can learn and develop in a career that you drive, coupled with competitive rewards and the ability to participate in building a new, strategic component for the company. With an office located in Lisbon, you will work within a sustainable building boasting panoramic views, close to amenities, public transport and the airport.

Next Steps

Has this opportunity triggered your curiosity? Click on "Apply Now" and find out if this opportunity is for you. If you have any questions, please contact us


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