Your new company
You will be joining a well-established international organisation operating within a regulated services environment, where technology plays a central role in supporting daily operations. The organisation serves a diverse and geographically dispersed user base and places strong emphasis on reliability, security and efficiency of its digital workplace. It promotes a collaborative culture, encourages continuous improvement and offers a structured, professional environment focused on quality, responsibility and long-term stability.
Your new role
As a Service Desk Specialist, you will act as a key point of contact between end users and IT services, ensuring smooth day-to-day operations. You will deliver hands-on support, resolve incidents efficiently and contribute to maintaining a high-quality user experience. Working closely with international support teams, you will handle both first- and second-line issues, using your judgement to diagnose problems and drive them to resolution in a structured and proactive way.
Responsibilities
- Deliver high-quality technical support to end users through multiple channels (on-site, phone, chat and service management tools).
- Act as the initial escalation point for IT incidents and service requests, coordinating with international support teams when required.
- Prepare, configure and maintain end-user equipment, ensuring readiness and compliance with internal standards.
- Log, prioritise and document incidents and requests accurately, following defined incident and request management processes.
- Diagnose hardware and software issues, providing direct solutions or ensuring effective handover to specialised teams.
- Monitor incidents through to resolution, maintaining clear communication with users throughout the process.
- Contribute to continuous improvement by sharing knowledge, documenting solutions and promoting best practices.
- Take ownership of personal development and remain up to date with relevant tools, technologies and procedures.
What you’ll need to succeed
- Native-level Portuguese and professional working proficiency in English (written and spoken).
- Proven experience (5+ years) in a service desk or end-user support environment.
- Strong customer-service mindset with excellent communication and problem-solving skills.
- Solid understanding of incident and request management processes (ITIL knowledge is an advantage).
- Hands-on experience with enterprise IT environments and tools, including device management, user administration and modern workplace technologies.
- Practical exposure to tools such as ITSM platforms, endpoint management solutions, cloud services and scripting is highly valued.
- Ability to work autonomously, prioritise effectively and collaborate within international teams.
What you’ll get in return
You will join a stable, international organisation offering a professional and collaborative working environment. In return for your expertise and commitment, you can expect:
- A role with real responsibility and direct user impact;
- Exposure to a global IT setup and cross-border collaboration;
- A supportive team culture with knowledge sharing at its core;
- Ongoing learning and development opportunities;
- Long-term career growth within a structured and well-established environment.
What you need to do now
If this opportunity aligns with your experience and career goals, we’d love to hear from you. Apply now by submitting your CV, or reach out to our Digital Technology team at +351 21 782 6560 or via email at beatriz.codeas@hays.pt.
