Service Desk

Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. We are looking for a Service Desk to provide first-line support services. The role involves delivering telephone and email support in both Portuguese and English to citizens and organizations.

Responsibilities

Provide first-line support via telephone and email in Portuguese and English; Register, analyze, and respond to requests from citizens and organizations; Create and maintain incident records for every interaction within the incident management platform; Classify, prioritize, and track incidents according to established procedures; Provide information and guidance regarding entity registration processes, self-identification and qualification procedures, cybersecurity incident notifications, and complaints and general communications; Perform initial diagnosis and respond according to predefined scripts, procedures, and knowledge base documentation; Resolve requests during the first contact whenever possible; Escalate urgent, recurring, or complex cases to the second-line support team, ensuring complete and accurate information transfer; Monitor incidents through to resolution, maintaining a complete history and audit trail of actions; Ensure compliance with service levels and quality standards; Adhere to confidentiality, data protection, access control, and information security requirements; Participate in training and knowledge update sessions as required

Requirements

Bachelor's degree (mandatory minimum academic qualification); Minimum of 2 years of experience in customer service, incident management, and direct communication with external stakeholders in a contact centre or similar environment; Experience with customer support and service desk operations; Experience with incident management and ticketing systems; Experience with contact centre platforms; Experience with email and telephone support environments; Strong user-level IT skills, including Microsoft Office Suite, web-based applications, customer service platforms, and incident and ticket management systems; Ability to follow operational procedures, service scripts, and escalation processes; Fluent spoken and written Portuguese; Fluent spoken and written English