COSMOTE GLOBAL SOLUTIONS NV is seeking a skilled
Service Desk Agent to provide first-level technical support to clients and ensure smooth IT operations. This role involves managing user requests, troubleshooting issues, and collaborating with technical teams to resolve incidents efficiently.
Key Responsibilities:
- Respond to incoming support requests via phone, email, or ticketing system
- Diagnose and resolve hardware, software, and network issues
- Document all incidents and service requests accurately in the IT service management system
- Escalate complex issues to appropriate technical teams as needed
- Provide timely updates to users regarding the status of their requests
- Assist in maintaining IT equipment inventory and software licenses
- Work collaboratively with team members to improve support processes and customer satisfaction
Requirements
- Bachelors' Degree an IT discipline
- Proven experience as a Service Desk Agent or in a similar IT support role
- At least B2 TEFL or higher in English Language
- Familiarity with common operating systems (Windows, macOS) and office productivity tools
Desirable Qualifications
- Windows Server Management: Minimum 5+ years of experience managing Windows Server environments. Relevant MCSE certification with Windows Server components is required
- Active Directory Management: Minimum 5+ years of experience in Active Directory administration and design. MCSE with MCP certification in Active Directory Administration and Identity & Access Management is required
- Exchange Management: Minimum 5+ years of experience with Microsoft Exchange environments. Microsoft MCSE Solutions Expert or MCSA Messaging certification required. Proven experience in designing and deploying Exchange Server
- Network & Firewall: Minimum 5+ years of experience in network infrastructure. Cisco CCNP Routing & Switching (R&S) or equivalent certification required, along with relevant firewall vendor certification
- Service Management: Minimum 5+ years of experience in IT Service Management. ITIL v4 Foundation certification is required. ITIL Expert Level and Agile Service Manager certification are preferred
- Storage & Backup Management: Minimum 5+ years of experience in storage and backup solutions. Relevant certifications in storage and backup technologies are required
