Help Desk Dispatcher providing customer support by creating trouble tickets for user inquiries. Engaging with customers professionally to resolve issues via phone and email in a timely manner.
About the role
- Providing IT support in Lisbon office for proSapient's client knowledge services. Handling technical issues, user support, and maintaining IT infrastructure compliance.
Responsibilities
- Providing 1st line technical support to end users on desktops, laptops, printers, conferencing equipment, and office IT infrastructure.
- Maintaining daily checks across the IT infrastructure to ensure maximum uptime and compliance.
- Troubleshooting and resolve issues with hardware, software, operating systems (Windows/macOS), and collaboration tools (Microsoft 365, Teams, Zoom, etc.).
- Managing the new starter and leaver processes, including workstation setup, account provisioning/deactivation, hardware distribution, and access control.
- Escalating more complex issues to the global IT team while maintaining ownership and communication until resolution.
- Maintaining and updating documentation for local IT procedures and technical solutions.
- Ensuring compliance with global IT policies, standards, and security protocols.
- Assisting with IT asset tracking, hardware inventory, and procurement.
- Participating in regular IT maintenance, upgrades, and project rollouts across the EMEA offices.
- Effectively demonstrating a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall employee satisfaction.
- Leveraging critical thinking skills to find practical workarounds and permanent solutions.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Computer Engineering, or equivalent fields.
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Excellent problem-solving abilities and a proactive attitude.
- Highly organized with the ability to manage multiple priorities and work independently.
- **Proficient in English**
- Familiarity with these is a plus:
- Windows 10/11, macOS
- Microsoft 365 Applications (Outlook, Teams, OneDrive, SharePoint)
- Azure AD, MS Intune and basic networking concepts
- Remote support tools (Remote Desktop, Zoom)
- AV Conferencing Technology such as Zoom Rooms / Teams Rooms
- **EU work permit or Portuguese citizenship or work permit **
Benefits
- Hybrid Working: 3 days in the office and 2 days from home
- Holiday Leave: 22 days + Statutory Bank Holidays + up to 10 paid sick days per year
- Health Insurance: Full health insurance through AdvanceCare (Once passed probationary period)
- Meal Card Allowance: 9.60€ per working day
- EAP: Employee Assistant Programme (in Portuguese PAC - Programa de Apoio ao Colaborador) that offers support around mental health/well being, tax queries, legal matters, and social areas.
- Remote Working: up to 20 days extra each year, allowing you to tailor your work environment to your needs and embrace a change of scenery.
- Growth Opportunities: your career growth is as dynamic as the role itself! We offer multiple paths for career development, allowing you to tailor your journey based on your skills and interests.
- Team Outings: from quarterly gatherings to our annual winter & summer parties, we love to celebrate, collaborate, and have fun together!
Job title
Job type
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Degree requirement
Tech skills
Location requirements
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