• 1st and 1.5 level Support for all systems and devices
• Perform remote troubleshooting through SCCM
• Educate and guide the end user through the problem-solving
• Identify and suggest improvements on current processes followed
• Act as escalation point in case of urgent or severe IT incidents
• Prioritizing and managing many open tickets at the same time
• Analysing most common reported incidents
• Escalated unresolved issues to higher support teams
• Record all Incident and service request in ITSM tool

There are some skills and qualities which we require:

• Fluent English

• Good knowledge of MS Office and Outlook tools
• Strong communications, negotiation and problem solving skills
• Good analytical and organization skills
• Strong team-player orientation
• Ability to work in fast-changing environment

Other skills and qualities, which will give you an advantage (not mandatory):

• Professional experience in Service Desk/Customer Service Department
• General understanding of ITIL Methodology

• Familiar with one or more of these tools
  • ServiceNow
  • KCS - Knowledge Centered Service
  • Microsoft O365