Service Desk Agent

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.