Service Desk

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 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 .