Service Desk Engineer - Associate

About the Role

The Service Desk Engineer will be responsible for providing end – user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices. The Service Desk Engineer reports to the AVP Manager of Corporate Technology in Lisbon.

Responsibilities

• Provide Tier 1 end-user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices.
• Monitor, track and triage tickets in FreshService
• Collect and forward all relevant information prior to escalation to allow senior support to operate efficiently
• Perform root cause and impact analysis to investigate corporate application issues and make recommendations for potential solutions.
• User access provisioning/deprovisioning
• Adheres to department polices and procedures