Service Desk First Line Support

Summary

Join us as a Service Desk 1st Line Support in Netcompany-Intrasoft! As the first point of contact for all incoming tickets, you will interact with end-users face-to-face or remotely and resolve tickets or coordinate resolution with other parties. You will assist with basic software, hardware, and audio-visual equipment, administer day-to-day operations, and provide support over the phone.

Requirements

• Bachelor's degree plus minimum 3 years of relevant experience
• Proven IT Service Desk and direct customer support experience of minimum 3 years
• Knowledge of MS Office tools, ITSM tools, windows and Active Directory
• Experience hardware troubleshooting and software installation, network troubleshooting
• Fluency in English with strong communications skills
• Team player with a willingness to offer and provide help to non-technical users
• The ability to work in unusual situations, flexibility, and a willingness to undertake tasks not directly related to the job description
• Ability to handle a constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times
• An ability to build excellent and strong relationships with the End-User base
• Ability to provide support over the phone; excellent phone conversation skills, professional demeanor

Responsibilities

• Be the first point of contact for all incoming tickets in our customer
• Interact with the end-user face to face or remotely and will either resolve the ticket or coordinate the end-to-end resolution of the ticket with all other necessary parties
• Assist the end-user with all basic software, hardware and audio-visual equipment
• Resolution of Incidents and Service requests as well as installation of software, configuration and upgrades of ICT systems and minor hardware repairs for End-users devices
• Administer day-to-day operations to satisfy continuity of service, recovery, security and performance needs

Benefits

• Hospitalization plan
• Meal and commuting allowance
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• A personalized development plan for targeted career growth