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.

• 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.

• Windows Server Management:

• Active Directory Management:

• Exchange Management:

• Network & Firewall:

• Service Management:

• Storage & Backup Management:

Minimum 5+ years of experience in storage and backup solutions. Relevant certifications in storage and backup technologies are required.