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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

IT Service Desk Analyst

Portugal, Coimbra · Job Posted January 15, 2026
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Job Description

The IT Service Desk Analyst will need to be a confident speaker with a proactive and professional attitude. The individual will show strong problem solving skills, while adhering to processes and procedures set by standards such as ISO9001:2015 and frameworks such as ITIL. They will have the ability to communicate with colleagues at all levels of the organisation, maintaining and assisting in the building of a professional image for the Service Desk. They will have experience working in a fast paced Service Desk environment and can adapt to changing priorities quickly. They will have proven customer service skills as well as the technical skills which will aid in the development of the Service Desk.

Job Responsibility

  • Provide high quality customer focused internal IT support for BCA colleagues
  • Be responsible for ensuring all IT incidents and requests are logged on our ITSM tool and that all tickets are co-ordinated, monitored, escalated as required and resolved to the customer’s satisfaction, within an ITIL driven environment
  • Ensure that the ticket quality is of a very high standard
  • Ensure that there is high availability on the Service Desk for customers to be able to engage with the IT department when they need support in line with agreed KPI’s
  • Provide a high level of technical expertise to our internal customers when required, ensuring the Service Desk first contact fix rate is in line with agreed KPI’s
  • Demonstrate a high level of problems solving and troubleshooting skills with each and every ticket you work on, documenting your work within the ticket system
  • Create and maintain good working relationships between our internal support teams, development and business departments, third party suppliers and customers
  • Be able to effectively communicate with staff members of all levels – Great listening skills, high level of empathy and writing skills, as well as being able to articulate technical and non-technical terms for successful understanding
  • Responsible for ensuring correct processes are followed as guided by the Service Desk ISO9001:2015 documentation
  • Responsible for ensuring that our Asset register is kept up to date in line with department policies
  • Be able to efficiently manage your own workload within a fast paced environment where priorities can change without warning
  • Be responsible for assigned calls, provide regular updates to customers and try to minimise ticket escalations
  • Using judgement, escalate key issues to the IT Customer Service Team Leads
  • Be able to assist with analysis of the Service Desk workload, demand and performance, as directed by the IT Customer Service Team Lead – this will include daily/weekly reporting on metrics against agreed KPI’s
  • Be required to assist with all work undertaken within the ITIL service lifecycle, when requested with the main focus being on Service Transition ensuring the Service Desk are fully represented and can support the new service successfully
  • Be required to log tickets for Change Requests associated with third parties as per agreed processes within the IT department
  • Be responsible for ensuring that the knowledge articles within the IT department (mainly Service Desk) are relevant and up to date, making any changes when required and in accordance with BCA quality standards – identifying any available first contact fix opportunities
  • Undertake any other miscellaneous or non-recurring duties related to the post as directed by your line manager

Requirements

  • Knowledge of working to standards/frameworks (ITIL/ISO)
  • Working knowledge of an ITSM tool
  • High level of problem solving/troubleshooting skills
  • Working knowledge of Windows 10
  • Working knowledge of Microsoft technologies, including Word, Excel and Office 365
  • Great understanding of customer service and proven experience of providing high levels of customer service
  • Clear and concise verbal communication, with technical and non-technical conversations
  • Can articulate technical and non-technical conversations via written media
  • Able to represent the company and the team professionally and responsibly internally and externally
  • Professional attitude and will take pride in own work
  • Self-motivated, with a willingness to help others when assistance may not be available
  • Ability to learn new systems/services/processes within a fast paced environment
  • Ability to work under pressure
  • An eye for detail and quality

What we offer

  • Hybrid working
  • Equal opportunity for the advancement of employees including promotion and training
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