Lovely Stay is a leading tourism accommodation manager in Portugal, part of the renowned Ando Living Group. Our proprietary digital platform and algorithm guarantee pleasant experiences for guests, property owners and team members. We aim to be the global leader in serviced accommodations, creating unforgettable stays and ensuring everyone feels valued and supported. Our portfolio also includes Ando Living, a premium serviced residences brand, and Optylon Krea, a leading real‐estate development and investment management company, with assets worth €1.8 billion. Ando Living Group reflects our commitment to delivering outstanding service across Portugal and Turkey, with more exciting projects on the horizon. Our focus on innovation, transparency, and growth, combined with our commitment to continuous improvement and a collaborative spirit, drives our success. Here, you will be part of our development team, contributing daily to the quality and efficiency of our services. Your Mission Support and collaborate with the L1 team: assist in filtering, analysing and prioritising incoming requests, ensuring efficient daily operations and smooth handover between teams. Manage ticketing operations: maintain and optimise service desk tools (Jira Service Management);
contribute to the design of workflows, SLAs, queues and automations. Prioritise effectively: triage requests, balance conflicting priorities, and make data‐driven decisions under time pressure. Ensure clear communication: act as a key contact for incidents, outages and major requests;
provide timely updates to internal stakeholders, partners and customers. Drive quality and performance: track KPIs (SLAs, FCR, MTTR), monitor dashboards, and participate in regular reviews to identify improvement opportunities. Build and maintain knowledge assets: contribute to playbooks/runbooks, knowledge‐base articles and SOPs. Collaborate with Engineering: support root‐cause analysis, problem management and small fixes or scripts;
assist in scoping minorchanges and implementing safe workarounds. Follow best‐practice processes: apply ITIL‐aligned principles for incident, request, problem and change management. Hands‐on with data: use SQL to investigate issues, run ad‐hoc analyses and validate fixes (Postgre SQL experience is a plus). What we are looking for Excellent communication skills (written and verbal), simplifying complex topics for different audiences. Conflict management & prioritisation: proven experience balancing stakeholder needs and making trade‐offs transparently. Service desk expertise: strong experience implementing and managing ticketing platforms—Jira Service Management, GLPI, and similar. Advanced SQL proficiency for diagnostics and reporting;
Postgre SQL is a significant plus. Process mindset: practical knowledge of ITIL practices (certification is a plus). Customer orientation: calm under pressure, empathetic and outcome‐focused. What do we offer and what you can expect Flexibility to choose between working remotely or from the office. Flexible working hours policy. Health insurance. Laptop. Friendly work environment. Flat hierarchy;
