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.

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.

Service Desk Agent

Job Description