Level 1 Service Desk Agent

About the role:

The role handles incoming queries and help requests from end users via email over the phone and ticketing system. They take detailed notes of the problem the user is experiencing determine steps they can take to resolve the issue and manage the flow of incoming support requests. Level 1 Agents need to balance creative and technical problem solving customer service and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.

Responsibilities:

• Serve as a first point of contact for all IT related matters.
• Handle requests from multiple channels: email phone etc.
• Provide first resolution steps based on process.
• Provide remote access assistance when required.
• Provide technical assistance for questions and problems.
• Liaison between users and next levels of support.
• Following up with users to ensure full resolution of issues.
• Install or change software to fix issues.
• User access management in Active Directory and business applications.
• Users issues and requests documentation in SNOW.
• Support escalation process.
• Work as part of a team share knowledge and work together to increase performance standards.
• Document missing resolutions in knowledge base and maintain their up-to-date status

Requirements:

• Technical skills and knowledge including but not limited to MS Office Internet applications Windows Operating Systems Active Directory.
• Fluency in English.
• Excellent customer interface skills.
• ITIL Certification is a plus.
• Previous experience on similar position is a plus
• Bachelor degree in a technical field will be a great advantage

What we offer:

• Performance-based bonuses
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care dental care coverage of dioptric glasses and more)
• Free Psychological Counselling via phone and on the spot
• Newborn or newly adopted child bonus
• Food vouchers 76.69 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives