Service Desk Operator

Place of work: Belgrade / Vršac

Qualifications:

• High school degree
• Driver license (category B)
• Fluent language skills English (additionally German or some other languages can be an advantage)
• Experience in providing IT First level/Second level support (Helpdesk, Servicedesk teams) is advantage
• Good Customer Service Skills
• Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Knowledge about Microsoft Operating systems and Office applications
• Basic knowledge in resolving Network issues (LAN/Wireless)

Job description:

• Providing First level support to end users worldwide (onsite support, remote support)
• Resolving incident within its authorizations and capabilities.
• Taking care of user request lifecycle and timely informing of users.
• Escalation of incident if needed.
• Responding to queries via chat, email, or phone
• Providing technical assistance for questions and problems
• Diagnosing system errors and other issues
• Remotely accessing hardware or software for clients to make changes and fix problems
• In charge of interventions on equipment with the aim to eliminate standstill and maintenance, organizing technical personnel.
• Installations of operating systems and software on user computers.
• Administration tasks for IT services and infrastructure primarliy based on Microsoft technologies (Active directory, O365, SCCM, Exchange...)