{"id":3408302,"url":"https://alion.io/job/inetum-service-desk","title":"Service Desk","company":{"id":3561,"name":"Inetum","domain":"inetum.com","url":"https://alion.io/company/inetum","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":536,"ghost_share":0,"stale_share":0.754,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lisbon, Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":920,"max":920,"currency":"EUR","period":"month","gross":null,"usd_annual":12312},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-28T16:38:48Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-30T20:46:10Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Inetum is a European leader in digital services, supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services\n We are looking for a Service Desk to provide first-line support services. The role involves delivering telephone and email support in both Portuguese and English to citizens and organizations.\nKey Responsibilities\nProvide first-line support via telephone and email in Portuguese and English.\nRegister, analyze, and respond to requests from citizens and organizations.\nCreate and maintain incident records for every interaction within the incident management platform.\nClassify, prioritize, and track incidents according to established procedures.\nProvide information and guidance regarding:Entity registration processes\nSelf-identification and qualification procedures\nCybersecurity incident notifications\nComplaints and general communications\n\nPerform initial diagnosis and respond according to predefined scripts, procedures, and knowledge base documentation.\nResolve requests during the first contact whenever possible.\nEscalate urgent, recurring, or complex cases to the second-line support team, ensuring complete and accurate information transfer.\nMonitor incidents through to resolution, maintaining a complete history and audit trail of actions.\nEnsure compliance with service levels and quality standards.\nAdhere to confidentiality, data protection, access control, and information security requirements.\nParticipate in training and knowledge update sessions as required.\n Education\nBachelor's degree (mandatory minimum academic qualification).\nProfessional Experience\nMinimum of 2 years of experience in customer service, incident management, and direct communication with external stakeholders in a contact centre or similar environment.\nTechnical Skills\nExperience with:Customer support and service desk operations\nIncident management and ticketing systems\nContact centre platforms\nEmail and telephone support environments\n\nStrong user-level IT skills, including:Microsoft Office Suite\nWeb-based applications\nCustomer service platforms\nIncident and ticket management systems\n\nAbility to follow operational procedures, service scripts, and escalation processes.\nLanguages\nFluent spoken and written Portuguese.\nFluent spoken and written English.","description_format":"text","description_chars":2502,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Portuguese","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-28T16:53:18Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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