Service Desk Technician

We're fast learners, hard workers, natural collaborators... and we Make Modern Happen!

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely.

We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

If you share our vision, join us!

Right now, we are looking for a Service Desk Technician Financial Services Sector to integrate our internal team, based in Lisbon.

Your responsibilities include:

• Provide technical support to users in the banking sector for tasks assigned via ticket, email, or phone;
  
• Deliver excellent customer service, ensuring user satisfaction;
  
• Remotely investigate incidents reported by users, determining the best solution based on the errors encountered and the details provided;
  
• Remotely process various service requests in accordance with documented and communicated procedures, such as: creating, modifying, and revoking user accounts; creating and modifying various types of access; installing certified software; configuring printers;
  
• Ensure that tickets are fully and accurately documented;
  
• Ensure that procedures, known errors, or alternative solutions are documented;
  
• Escalate tickets to the second line whenever resolution is not possible at the Service Desk;
  
• Develop positive relationships with users and the team;
  
• Ensure that relevant issues and opportunities for improvement are escalated to Team Management.
  

• Willingness to work in a hybrid arrangement, with the current arrangement requiring approximately 50% of workdays to be spent at the client’s office in Damaia. During the onboarding period (typically 1.5 to 3 months), work is entirely in-person;
  
• Willingness to work in person at the Claranet office one day per month (usually the first Friday) in Beato;
  
• Fixed hours from 8 a.m. to 5 p.m., with time off on holidays and weekends;
  
• Must have at least basic computer skills from a user’s perspective, as well as a willingness and ability to learn (courses in this area are a plus);
  
• Must speak Portuguese fluently and be comfortable interacting with users, both over the phone and in writing;
  
• Professional appearance;
  
• Punctuality and reliability;
  
• Sense of responsibility.
  

• Previous experience with Service Desk, Office 365, and Active Directory.
  

• Regular professional development;
  
• Certification paths resources;
  
• Regular teambuilding programs;
  
• Friendly workplace.
  

Workplace: Lisbon - Hybrid (During the onboarding period (typically 1.5 to 3 months), work is entirely in-person)

Claranet: Make Modern Happen!