In this position, as a Service desk agent, your role will be to provide first-line support for internal and external users at the client's systems operations within their Network Operations Division, where mission-critical systems are supported.It's an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests.Key Responsibilities:Provide 1st Level End-user support for client users including:Support for specific client software and applications (installation, error messages, tweaking)Analyzing support requests sent by the customer via calls, email, in-person, or web submissionAnswering incoming calls and logging all customer questions and issues accurately and efficiently into the ticketing systemExamining all problems, evaluating complexity, impact, and priorityGiving required support efficiently and effectively, and in accordance with priority, impact, and SLAsEscalating problems according to procedures; to the client support groups or to the 2nd levelEnsuring follow-up of all issues: documenting and filling in the ticketing system appropriatelyAssisting with defining and documenting knowledge base articlesAssisting with special project work as neededWindows troubleshooting (error messages, improving performance, tweaking system, changing appearance, and settings)Networking (basic user-level support, checking settings, tweaking PC settings for the network, checking internet connectivity)Job Requirements:Flexibility and ability to adapt to different work environmentsIT knowledge and previous experience to resolve IT issues on the goFast learnerPrevious successful customer service experience is considered an advantageStrong analytical, technical, problem-solving, and organizational skillsStrong written and oral communication skillsTeam player, self-motivated, organized, detail-oriented, and able to handle changing prioritiesAble to communicate problems/issues to customers in a non-technical mannerWhat We Offer:Competitive salary and benefits package, including meal vouchers and eco-chequesCompany car and fuel cardPremium payment for certain hours (night shift, weekends), even if on-call is not activatedHospitalization and group insuranceExtra vacation daysOpportunities to learn and develop: training programsPersonalized career path within the organizationExposure to an international environment as part of a multicultural team spread across Europe