Agente service Desk 1º nível

Provide first-line IT support as the main point of contact for users, ensuring efficient handling and resolution of incidents and service requests.

Main Responsibilities

• Log and manage tickets using ITSM tools
• Deliver remote support (phone, email, chat)
• Troubleshoot low-complexity issues (hardware, software, access)
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Perform basic user administration (Active Directory / Entra ID)
• Escalate incidents when required
• Ensure SLA compliance

• Experience in IT support (1st line)
• Knowledge of Windows 10/11
• Basic networking knowledge (TCP/IP, DNS, VPN)
• Experience with ticketing tools
• Strong communication and user orientation