HELPDESK ANALYST

Descripción del puesto.
Who We Are.
At VML, we are a beacon of innovation and growth in an ever-evolving world.
Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration.
With the merger of VMLY&R and (COMPANY NAME), we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.
Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology.
We deliver end-to-end solutions that result in revolutionary work.
Help Desk Analysts wanted to join our VML Enterprise Solutions team.
The opportunity.
We are currently seeking a proactive, skilled and enthusiastic 1st Line Helpdesk Analyst to join our team and provide first-level technical support to our customers.
The team will provide coverage across both UK/Portugal hours and East Coast USA hours, working within a small rota to ensure the correct level of coverage.
Please note that this job is a full-time position located in Lisbon or Porto, but the selection process will be conducted in English.
Please provide your CV in English What you'll be doing.
As a 1st Line Helpdesk Analyst, you will be responsible for handling incoming support tickets, performing initial triage and escalating complex issues to the appropriate resolver groups.
Your exceptional communication skills and technical knowledge will help you deliver the highest level of customer service, resolve basic technical issues and ensure timely ticket resolution.
* Provide first-level technical support and excellent customer service through various channels (phone, email and Jira Service Desk/ITSM tools).
* Receive, log and categorise incoming support tickets using Jira Service Desk and other ITSM tooling.
* Perform initial triage and troubleshooting of reported issues to identify resolution steps or escalate to the relevant resolver groups.
* Resolve basic technical problems independently, including issues related to eCommerce, user access and POS (software and hardware).
* Respond promptly to customer enquiries, ensuring all interactions are professional and courteous.
* Keep customers informed about the status and progress of their tickets and provide regular updates until resolution.
* Collaborate effectively with internal teams, including second-line support analysts and other resolver groups, to ensure timely resolution of complex issues.
* Document solutions / create run books for common issues and frequently asked questions.
* Follow standard operating procedures for ticket handling, incident management and knowledge base articles / run books.
* Maintain accurate records of customer interactions, actions taken and ticket details in Jira Service Desk / other ITSM tooling.
* Identify recurring issues and trends and provide feedback to the appropriate teams for process improvements.
What we want from you.
* Proven experience working in a helpdesk or technical support role, preferably in a 1st line support capacity.
* Strong problem-solving skills and the ability to analyse and resolve basic technical issues independently.
* Exceptional customer service skills with a focus on providing a positive experience to our customers.
* Ability to work well under pressure, handle multiple tasks simultaneously and meet agreed SLA's.
* Good organisational skills and attention to detail to ensure accurate ticket documentation and follow-up communications.
* Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
* Familiarity with ticketing systems and ITSM tools.
If you know some of this, even better.
* Professional certifications such as ITIL Foundation.
* Experience of working with eCommerce solutions.
* Experience of working with POS solutions.
* Experience of working with APM's to aide in the triage of issues.
What we can offer you.
Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills.
We'll empower you to make a difference, allow you to be yourself, and respect who you are.
AT VML Enterprise Solutions Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world's leading organisations to deliver outstanding digital experiences across all major routes to market worldwide.
marketplaces, online retailers, D2C, B2B and social platforms.
With over experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury's, Selfridges, Shell and Tiffany & Co.
We've built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia.
Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows internationally, we're looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world.
Working as a team, no problem is insurmountable; we share in our client's successes and believe that anyone can show creative bravery no matter what their role is in the team.
In our Lisbon or Porto office, you'll join a team of other specialists who are always ready to help each other.
The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.
At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward.
Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond.
Our people are the heartbeat of our organization-creators, doers, innovators, makers, and thinkers-who drive not just marketing, but meaningful experiences that resonate in every action and interaction.
VML is a WPP Agency.
For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
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