Service Desk

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.

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.