Service Desk

Inetum · Lisbon, Lisbon, Portugal

  • Junior
  • Full-time
  • Posted 2026-10-28
  • Confirmed live on 29 October 2026

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Job description

Job Description
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.
Key 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

• 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.

Qualifications
Education

• Bachelor's degree (mandatory minimum academic qualification).
Professional Experience

• Minimum of 2 years of experience in customer service, incident management, and direct communication with external stakeholders in a contact centre or similar environment.
Technical Skills

• Experience with:
• Customer support and service desk operations

• Incident management and ticketing systems

• Contact centre platforms

• Email and telephone support environments

• Strong user-level IT skills, including:
• Microsoft Office Suite

• Web-based applications

• Customer service platforms

• Incident and ticket management systems

• Ability to follow operational procedures, service scripts, and escalation processes.
Languages

• Fluent spoken and written Portuguese.

• Fluent spoken and written English.

Company Description
Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services

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