About this role
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
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
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Provide first-line support via telephone and email in Portuguese and English.
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Register, analyze, and respond to requests from citizens and organizations.
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Create and maintain incident records for every interaction within the incident management platform.
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Classify, prioritize, and track incidents according to established procedures.
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Provide information and guidance regarding:
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Entity registration processes
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Self-identification and qualification procedures
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Cybersecurity incident notifications
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Complaints and general communications
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Perform initial diagnosis and respond according to predefined scripts, procedures, and knowledge base documentation.
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Resolve requests during the first contact whenever possible.
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Escalate urgent, recurring, or complex cases to the second-line support team, ensuring complete and accurate information transfer.
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Monitor incidents through to resolution, maintaining a complete history and audit trail of actions.
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Ensure compliance with service levels and quality standards.
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Adhere to confidentiality, data protection, access control, and information security requirements.
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Participate in training and knowledge update sessions as required.
Qualifications
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Education
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Bachelor's degree (mandatory minimum academic qualification).
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Professional Experience
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Minimum of 2 years of experience in customer service, incident management, and direct communication with external stakeholders in a contact centre or similar environment.
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Technical Skills
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Experience with:
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Customer support and service desk operations
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Incident management and ticketing systems
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Contact centre platforms
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Email and telephone support environments
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Strong user-level IT skills, including:
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Microsoft Office Suite
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Web-based applications
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Customer service platforms
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Incident and ticket management systems
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Ability to follow operational procedures, service scripts, and escalation processes.
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Languages
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Fluent spoken and written Portuguese.
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Fluent spoken and written English.