Service Desk Assistant
Carnaxide, Lisboa, PT
há 3 dias

The Vision-Box World

Join us at one of the most exciting times of our history!

At Vision-Box you are empowered to be innovative, creative, collaborative, and hands-on. Use your energy and drive to help us achieve our goals as we help you achieve yours.

We are dedicated to improving the quality, convenience, efficiency, and security of travel and border control offering biometric-based digital identity management solutions.

Has a partner of the most prestigious Governments, Airports, and Airlines enhancing citizen services and traveler experiences, establishing identity ground-truth through high-performance enrollment, verification, and authentication while enabling multi-directional data transactions and actionable intelligence.

Vision-Box develops state-of-the-art user-centric citizen touchpoints, custom front-end applications, and collaborative orchestration software, towards a premium experience and service level.

We have delivered to date over 5000 electronic identity solutions spread across the globe, enhancing access to a robust identity scheme for hundreds of millions of citizens every year.

As a Service Desk Assistant, what are you going to do?

  • First point of contact for customers seeking technical assistance, over the phone or by email, for all Vision-Box equipment
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Advise users on the appropriate course of action
  • Categorize and record reported queries and provide solutions
  • Monitor issues from start to resolution
  • Direct unresolved issues to the next level of support personnel
  • Follow up on pending cases and update the customer about the status and expected dates
  • Pass on any feedback or suggestions from customers to the appropriate internal team
  • Identify and suggest possible improvements to procedures
  • What are the skills and professional experience we’re expecting from you?

  • Experience as a help desk technician or other customer support role
  • Knowledge with working with office 365 and ticketing tools
  • Problem Solver mindset
  • ITIL Foundations (not mandatory but a plus)
  • Good understanding of computer systems (Windows)
  • Ability to diagnose and resolve basic IT technical issues
  • Proficiency in English (Verbal and Written)
  • Excellent communication skills
  • Customer-oriented
  • Proactivity and Team spirit
  • Some of the cool reasons to work with us :

  • Founded in Portugal and with a purpose-built headquarters in the vibrant capital of Lisbon, we have over 21 years of highly specialized experience, delivering cutting edge technology to Airports, Airlines, and Governments;
  • Recognized in the market as leaders in innovation, we’ve won awards in all parts of the globe. We want people who can make a real impact;
  • We’re a full-stack technology company working with the latest technologies. With in-house Product Design and mechanical engineering through to Front End UX / UI, Big Data, and virtualization, we bring together specialists with the sharpest minds to deliver smart and disruptive solutions to our customers;
  • We’ve grown rapidly in the last 10 years and offer opportunities to travel to some of the world’s most exciting places. Projects around the world like in Sydney, Milan, New York, Helsinki, Toronto, Aruba, and Dubai mean your experience can be truly global.

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