Service Desk Agent 24x7

Job Description We're fast learners, hard workers, natural collaborators... and we Make Modern Happen ! Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely. We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together. If you share our vision, join us! Right now, we are looking for a Service Desk Agent 24x7 to integrate our internal team. Your responsibilities include: Acting as a primary point of contact for end-user support, delivering incident resolution, service request fulfilment, and technical guidance across a global financial services environment. Operating within a 24x7 English-language Service Desk, providing multi-channel support (voice, chat, email, self-service portal) to users across multiple countries and time zones, ensuring consistent service quality, compliance with financial services regulations, and alignment with contractual SLAs. You must have: Minimum 3 years’ hands-on experience in an IT Service Desk or technical support role, ideally within a managed services or financial services environment. Hands-on experience with Windows desktop operating systems, Microsoft 365, MFA, internet browsers, and common desktop applications (Adobe Acrobat, WinZip). Experience with Active Directory, Entra ID, user account management, and remote desktop support tools. Experience supporting hardware (PCs, laptops, peripherals) and mobile devices (iOS, Android). Working knowledge of ITSM platforms, specifically ServiceNow (incident, request, change, and knowledge management modules). Familiarity with remote support tools (Bomgar/BeyondTrust) and endpoint analytics platforms (Nexthink) English language proficiency at B2 level or higher (Versant or equivalent assessment). Certified Microsoft Office Specialist with at least one additional Microsoft technical certification. We value: Previous experience within a managed service provider, professional services, or telecommunications environment serving financial services customers. Experience with Talkdesk or equivalent ACD/CTI telephony platforms. Familiarity with SASE platforms (Fortinet, Netskope) and VPN technologies. Experience with UiPath or other RPA/automation tools in a Service Desk context. Additional Microsoft certifications (Azure, M365 administration). Knowledge of DORA, FCA, or PRA regulatory frameworks. ITIL Foundation certification (or equivalent) Certified Microsoft Office Specialist with at least one additional Microsoft technical certification We offer: Regular professional development; Health insurance, with family package; Office facilities for meals and snacks; Regular teambuilding programs; Friendly workplace. Workplace: Lisbon - Hybrid Claranet, Make modern happen!