Service Desk Agent

Protera

103d

About The Position

As a Service Desk Agent, you’ll be at the heart of supporting IT operations by acting as the first point of contact for all inbound IT-related requests. You’ll help ensure smooth incident management and high-quality communication across various service channels. Here’s a glimpse into your day-to-day: Provide information and support for any inbound requests, ensuring clear communication and resolution. Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.). Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams. Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation. Effectively manage inbound alerts and escalate issues to the correct teams when needed. Manage personal schedule to ensure adequate coverage in a 24x7 Service Desk environment.

Requirements

• University degree or technical/vocational certification in Computing, Electronics, or related IT field.
• Excellent communication skills, both verbal and written, in English.
• Keen attention to detail and the ability to multitask effectively.
• Strong prioritization skills and the ability to work independently with minimal supervision.
• Problem-solving abilities and basic troubleshooting skills.
• Ambition to grow and improve within the IT field.

Nice To Haves

• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook).
• Strong analytical skills for resolving issues and improving service delivery.
• Familiarity with SAP.
• Basic knowledge of Linux operating systems.
• Experience with database administration or understanding of databases.
• Understanding of ITSM tools and ITIL best practices.
• Knowledge in areas such as Networking, System Administration, Databases, or Application Support.
• Fluency in additional foreign languages.

Responsibilities

• Provide information and support for any inbound requests, ensuring clear communication and resolution.
• Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.).
• Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams.
• Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation.
• Effectively manage inbound alerts and escalate issues to the correct teams when needed.
• Manage personal schedule to ensure adequate coverage in a 24x7 Service Desk environment.

Benefits

• Work with global enterprise clients.
• Learn fast with mentorship, certifications, and career growth.
• Make a real impact in a company where ideas are welcome.
• Flexible work setup (remote/hybrid).
• People-first culture with a global mindset.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees