Akkodis is a global digital engineering company and Smart Industry leader. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross industry knowledge to drive purposeful innovation for a more sustainable tomorrow. With more than 19 years of experience in Bulgaria, we are the most mature Delivery Center of Akkodis. Our over 900 experts deliver technology solutions in IT, Software, Cloud, and Digital fields.

About the role:

The Service Desk Agent Role handles incoming queries, and help requests from end users, via email, over the phone, ticketing system and in person. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

Responsibilities:

• Serve as a first point of contact for all IT related matters.
• Handle requests, incidents and queries from multiple channels: email, phone, etc.
• Provide first resolution steps.
• Provide remote access assistance, when required.
• Provide technical assistance for questions and problems.
• Liaison between users and next levels of support.
• Following up with users to ensure full resolution of issues.
• Install or change software to fix issues and security concerns.
• User access management in Active Directory and business applications.
• Users’ issues and requests documentation in ServiceNow.
• Support Local IT Admin with daily responsibilities.
• Support escalation process.
• Work as part of a team, share knowledge, and work together to increase performance standards.
• Document missing resolutions in knowledge base and maintain their up-to-date status.
• Perform customer support related tasks and special projects as assigned by management.
• Adhere strictly to dynamic shift schedule.
• If required, provide trainings to the same level.

Requirements:

• Technical skills and knowledge including but not limited to MS Office, Internet applications, Windows Operating Systems.
• Basic knowledge of computer hardware.
• Fluent English is required. Second language as French, German or Portuguese (Brazil) is advantage.
• ITIL Certification is a plus.
• Previous experience on similar position.

You will get:

• Competitive remuneration package
• Performance-based bonuses
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives

United by our passion for talent and technology, we look at the world differently. The future won't wait, it's time to start engineering a smarter future. Are you ready?