Service Desk Agent

Summary

Join D-ploy, an IT and Engineering solutions company with offices throughout the EMEA region and the USA, as we seek a committed, flexible, and solution-oriented individual to join our dynamically growing and international organization. This role will act as the first point of contact for end-users experiencing IT-related issues and service requests. You will troubleshoot hardware, software, and basic network problems, contribute to the knowledge base, and provide occasional meeting support. Effective communication with end-users to keep them informed is crucial, as is escalating complex issues according to internal procedures. The position offers opportunities for growth and career development within a friendly and international work environment.

Requirements

• Minimum 1 year of experience in an IT Support or Service Desk role (1st level)
• Strong troubleshooting skills with Outlook, Windows OS, and general IT hardware/software
• Solid knowledge of: Windows 7 & 10
• Solid knowledge of: Microsoft Office & O365
• Solid knowledge of: PC/laptop hardware and peripherals (including printers)
• Solid knowledge of: Active Directory and Exchange
• Strong customer focus and passion for service quality
• Excellent communication and interpersonal skills
• Self-motivated, detail-oriented, and able to work independently
• Friendly, flexible, and fast learner with a proactive mindset
• Strong organizational skills and ability to handle multiple tasks simultaneously
• Very good German and English skills
• Clean criminal record (certificate not older than 3 months is required)

Responsibilities

• Act as the first point of contact for end-users with IT-related issues and service requests
• Troubleshoot hardware, software, and basic network issues (e.g. Outlook, Windows)
• Contribute actively to the knowledge base and documentation of best practices
• Provide occasional meeting and conference support for executive staff
• Communicate effectively with end-users to keep them informed on ticket status and resolution
• Support and guide users in IT operations and common software tools
• Escalate complex issues following internal procedures
• Implement and support remote access solutions (e.g. VPN)

Preferred Qualifications

• ITIL certification
• Very good Italian skills

Benefits

• Gift vouchers (birthday, wedding, baby surprises)
• ���Fishing for Friends” – our employee referral program
• Opportunities for growth and career development
• Friendly and international work environment
• Company-sponsored events
• Competitive salary and benefits package