Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.
Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.
In a nutshell
As a Service Desk Agent you will be first point of contact to support employees in all IT related queries; especially, end users regarding LIMS Applications.
Where will you be based and what business will you support?
As part of the Europe Service Desk Team, you will be based in Lisbon, and provide support to Environment Testing Portugal business. This covers approx. 1,000 end-users and more than 100 sites across Portugal. We support the lab, office and VIP internal users to enable the business to run smoothly.
How can you help us?
As 1st Level Support Provide technical support to Portugal based end-users (in Portuguese) by identifying problems, researching and answering questions, troubleshooting problems or forwarding them to the 2nd level support.
You will support end users regarding:
Workplace related queries and issues.
M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
Identity and Access Management queries.
Printing related queries.
Desktop and Server patching
Applications related problems requiring triage to respective application support group.
Your main activities will be:
Register, classify, route, follow-up and resolve request according to internal processes;
Own the incoming requests and manages escalations;
Support the creation operational documents/instructions for Service Desk team;
Identify and document Workarounds;
Support maintenance and accuracy of Knowledge articles available for end-users via service portal;
Execute, participate and report on IT & Application project rollout.
Identify candidates for Service Catalogue items based on commonly requested items by end users;
QualificationsAre you our kind of extraordinary?
You have:
Proven experience in a Service Desk agent function;
Experience in troubleshooting Windows 10, 11;
Understanding of M365, ability to support user issues;
Excellent communication and interpersonal skills;
Very good command of English written and spoken;
Very good command of Portuguese written and spoken;
Can do approach and capability to work in dynamically changing environment.
What else should I know?
The following skills and experience are considered a plus:
Windows Server and AD experience;
Networking experience;
Service Now Ticketing usage;
ITIL Foundation certificate;
Azure Cloud knowledge;
SCCM & Intune experience.
Additional InformationWe support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity! The Eurofins network of companies believes in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal!
Find out more in our career page: https://careers.eurofins.com/
Company description: Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.
The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over 35 years, Eurofins has grown from one laboratory in Nantes, France to ca. 62,000 staff across a decentralised and entrepreneurial network of more than 900 laboratories in 62 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
In 2023, Eurofins generated total revenues of EUR 6,515 million, and has been among the best performing stocks in Europe over the past 20 years.