Mid to Senior Application Support Technician – Service Desk

Unleash Excellence in Application Support — Elevate User Experience and Drive Operational Success!

Location & Work Model:
Portugal — Remote, 5 days per week

As a Mid to Senior Application Support Technician – Service Desk, you will be working for our client, a key player in providing robust business-support solutions. You will be at the frontline of service operations, ensuring seamless application support, rapid incident resolution, and a stellar user experience. Join us to be part of a dynamic environment where your expertise directly impacts business continuity and excellence.

Your main responsibilities:

• Perform ticket triage, qualification, and routing to ensure accurate and timely handling of user requests.
• Resolve first-level incidents, applying documented procedures and known-issue resolutions.
• Escalate complex issues to L2/L3 support with clear and comprehensive context.
• Maintain and update documentation and knowledge bases to foster continuous improvement.
• Manage incoming support requests efficiently, adhering to SLA standards.
• Provide exemplary customer service and technical support in a service desk environment.
• Collaborate with cross-functional teams to enhance support processes and solutions.

You’re ideal for this role if you have:

• At least 5 years of experience in service desk or application support environments.
• Hands-on experience in a ServiceNow-based environment; familiarity with MoveWorks or KB tools is a plus.
• Strong customer-oriented mindset, structured approach, and reliability under SLA pressure.
• Fluent command of English (spoken and written).

It is a strong plus if you have:

• Additional certifications in service management or IT support.

Language Required for the role:
Fluent English (spoken and written)

Eligibility to work in Europe:
Only candidates with an existing legal right to work in Europe will be considered for this role.

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Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.