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Job Summary

The Service Desk Agent is the first point of contact for the users who call the IT Service Desk. While providing the highest level of customer service, the agent must answer incoming calls, track all information in a call tracking tool, uses a knowledge-based tool along with their expertise to resolve Level 1 requests in a timely fashion or escalate to appropriate Level 2 team whenever needed.

Key Responsibilities

• Provide first-level IT support, including initial problem identification, troubleshooting, and resolution.
• Deliver high-quality assistance to users while maintaining strong customer satisfaction.
• Ensure accurate incident resolution and a clear understanding of user queries.
• Continuously develop and maintain product knowledge, as well as business and professional skills.
• Support remote rollouts of new software or applications.
• Prioritize and manage open cases until resolution.
• Flexible to work on Central European Time (CET) and during late shifts.

Educational background

• HSC/Diploma in Information Technology

Knowledge/Skills Requirements

• Strong customer service orientation with excellent communication skills.
• Proficient in Microsoft 365 (O365) applications.
• Effective interpersonal and team collaboration abilities.
• Positive attitude and ability to engage constructively with others.
• Capable of multitasking and performing under pressure.
• Professional competencies include problem solving, troubleshooting, analytical thinking, written and verbal communication, administrative support, and organizational skills.
• Quick learner with the ability to build and apply technical knowledge.
• Detail-oriented and thorough task execution.