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Job OpeningsIT Service Desk Analyst - Part time (30 hours a week) - Fully remote - Based in Portugal
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About Alphanumeric
Alphanumeric started in 1979, and after years of success we became a global company with different locations and markets: US, Canada, Brazil, Colombia, Poland, Portugal, UK, France, Spain, India and the Philippines.
Alphanumeric is a company that provides outsourcing support for the biggest pharmaceutical and healthcare companies in the world. These clients work with us as partners, to be supported through different type of solutions (Operations, IT, Customer Service & Call Centers, WFM, Scientific, among others).
Our focus is on delivering solutions that enable personalized communication at every stage of the patient and provider journey, enhancing outcomes and driving engagement. By combining advanced technology with deep industry expertise, we empower healthcare organizations to provide seamless, patient-centric experiences while optimizing operational efficiency.
The Role:
As an ITS Service Desk Analyst, reporting to the Team Lead/Manager, your primary responsibilities will be to always provide polite and professional support to external customers and clients. You will receive, document, and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance regarding metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Paid training is provided.
Note: we can hire candidates already based in Portugal. If you are not a European citizen we need you to have the Residency Title in Portugal + NIF + NISS. Please apply with your resume in English.
Job Conditions:
• Job title: IT Service Desk Analyst.
• Location: Portugal
• Model: 100% remote.
• Start date: as soon as possible.
• Type of contract: contrato sem termo (permanent), part time (30 hours a week)
• Working hours: 30h/week. Monday to Friday, 7pm-1am Portugal time (varies during Daylight Savings Time differences between US/Portugal to 6pm-midnight). Due to global scope of the company, flexibility is required
• Salary: 11.250 euros gross per year + private health insurance + compensation for the expenses incurred due to teleworking of a gross fixed amount of 50 euros (per month).
Requirements:
• Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.
• High proficiency in Windows and MS Office Suite applications. Excel basics (advanced would be a bonus). Prior experience with any that are on this short list are a bonus: ServiceNow, NICE CXone/inContact, Halo.
• Solid computer keyboarding, multiple monitor, and touchpad skills.
• General understanding of various software and hardware.
• Excellent written and oral English communication skills.
• Excellent analytical and problem-solving skills.
• Excellent customer service orientation.
• Ability to adjust and adapt to situations in a timely manner.
• Motivated self-starter, proactive with initiative to work and learn.
Your responsibilities:
• Provide timely IT service desk support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Provide detailed documentation of all steps involved in resolving customer issues
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot, and solve hardware and software issues quickly
• Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
• Provide support and instruction for client products
• Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
• Update knowledge base for all clients
• Unlock and reset passwords for user accounts
• Resolve issues for clients using designated remote access tool
• Ability to have flexible schedules to assist in responding to emergency support issues and situations
• Other duties as assigned