Service Desk Technician

We are looking for a Service Desk Technician to join a team focused on user support, ensuring efficient, structured, and solution-oriented incident resolution.

Key Responsibilities:

• Provide remote technical support to End Users
• Manage requests and incidents received via phone, email, and ITSM tools
• Log, categorize, diagnose, and resolve support tickets
• Escalate incidents to 2nd line teams when necessary
• Ensure compliance with defined processes and SLAs
• Document all interactions and resolutions in the ITSM tool

• Previous experience in Service Desk or Helpdesk roles
• Knowledge of operating systems:
  • Windows 10 and 11
  • Chrome OS (nice to have)
• Experience with ITSM tools
• Strong troubleshooting skills in a remote support environment
• Excellent communication skills and user-oriented mindset
• Proactive attitude and sense of ownership
• Ability to work autonomously and solve problems effectively
• Strong organizational and prioritization skills
• Team player with a collaborative mindset

• Availability for on-call duty (1 to 2 times per month)
• Initial training conducted on-site
• Shift-based schedule between 7:00 AM and 11:00 PM (7 days a week)
• Possibility of hybrid/remote work under specific service conditions