IT Service Desk Agent

Job description

If you are lacking experience but have a burning desire to expand your knowledge in computers and tech, join our IT Service Desk team in Tallinn. We are looking for an IT Service Desk Agent for first level technical support.

Your Role

In this role you will provide exceptional customer service experience to the entire EMEA region. To excel at this position, you should be a natural helper, enjoy assisting people with technical issues and are able to explain technical details in a simple matter of fact manner. Ultimately, you will be a person our users trust. They will rely on you to provide timely and accurate solutions to their technical issues.

Your Responsibilities

·  Track, monitor and respond to incoming customer requests for IT assistance via the web and phone
·  Diagnose and resolve technical issues (VPN, AirWatch, email, permissions, etc.) in accordance with the IT Service Desk Standard Operating Procedure (SOP)
·  Advise user on appropriate action and document the resolution
·  Identify and escalate incidents and problems requiring urgent attention

Your Skills and Experiences

·  Preferably basic Knowledge of Windows Operating Systems (Win7/Win10) and MS Office (Office 2013 and newer)
·  Fluent English and Russian language skills
·  Excellent verbal and written communication skills
·  Strong customer service and problem solving skills
·  Attention to detail
·  Experience with Active Directory and Service Management know-how (ITIL) is an advantage
·  Basic Network Troubleshooting skills are advantageous
·  Previous experience with Ticketing Systems (e.g. TopDesk, Request Tracker) would be a plus

Good Reasons to Join

Your work will have a direct influence on the future of logistics and IT. We value teamwork, diversity and continuous learning; our working language is English. Your colleagues are experts who shape the IT industry in Estonia and worldwide, you can build your career here. We are located in Tallinn, Estonia – the most digitalized place on Earth.","datePosted":"2019-11-20T00:00:00.000Z