Your New Company
You’ll be joining a confidential global leader in private aviation, known for its commitment to safety, innovation, and exceptional service. Within the IT department, you’ll be part of a team that supports end-user technologies and ensures seamless digital experiences across the organization. The company fosters a culture of continuous improvement, operational excellence, and professional development.
Your New Role
As a Service Desk Analyst, you will be responsible for delivering high-quality technical support across three key areas:
- Traditional Service Desk
- End-User Technologies / Desktop Support (Windows)
- Mobile Support (iPhones / iPads)
You’ll play a hands-on role in resolving incidents, improving support processes, and contributing to automation and documentation initiatives, always with a strong focus on security and user satisfaction.
Main Responsibilities
- Provide 1st line technical support to internal users (onsite and remote)
- Troubleshoot and manage Windows 11 devices and mobile equipment (iPhones/iPads)
- Support MDM policies and mobile device configuration
- Handle incidents and requests using ITSM tools (e.g., Jira Service Management, ServiceNow)
- Document procedures and promote knowledge sharing
- Identify opportunities for automation and process improvement (e.g., scripting with PowerShell)
What You’ll Need to Succeed
- Proven experience in Service Desk or Desktop Support roles
- Strong communication skills and customer-oriented mindset
- Passion for automation, documentation, and continuous improvement
- Solid technical knowledge of Windows 11, Intune, MDM, and Apple mobile devices
- Familiarity with ITIL processes (Incident, Problem, Knowledge Management)
- Experience with tools like Atlassian Jira Service Management or ServiceNow
- Security-focused approach to support and troubleshooting
What You’ll Get in Return
- Opportunity to work in a prestigious and innovative aviation company
- Structured and collaborative work environment
- Exposure to enterprise-level IT operations and security standards
- Ongoing training and certification opportunities
- Flexible working arrangements and a strong focus on work-life balance
What You Need to Do Now
Interested in this opportunity? Click 'Apply Now' to submit your CV, or reach out to our Digital Technology team at +351 21 782 6560 or via email at marta.leitao@hays.pt to learn more.