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

Cosmote Global Solutions vacatures

Service Desk Agent

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