Uni Systems is hiring a
Service Desk Agent

Summary

Uni Systems is seeking a Service Desk Agent to join their team in Tallinn. The role involves handling incident and service requests, providing first-line support, resolving issues when possible, escalating incidents, keeping users informed, closing resolved requests, and updating the Knowledge Base.

Requirements

• Bachelor's degree with minimum 4 years of relevant working experience
• Working experience with AD/LDAP basic management, HW/SW inventory management, Printers and printing services
• Excellent analysis and problem solving
• Prioritizing incidents, requests and changes
• Familiar with ITIL concepts
• End user support
• Workstation and mobile devise OS, application and simple hardware support
• IP-telephony system support
• LAN cabling and patching
• Centralized deployment of software and updates

Responsibilities

• Logging all relevant incident and service requests details and allocating categorization and prioritization
• Providing first-line investigation and diagnosis
• Resolving incidents and service requests whenever possible
• Escalating incidents and service requests to 2nd level support teams (systems, network and content collaboration)
• Keeping users informed of progress
• Closing all resolved requests
• Updating the Knowledge Base

Benefits

Equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics