Service Desk Agent

What impact you can make

We are seeking Service desk Agent to join our team for the third line of support in Public Sector project. 

Responsibilities:

• Recording service management tickets, and solving them at first contact whenever possible; 
• Escalating service management tickets that cannot be solved; 
• Updating service management records; 
• Keeping users informed on the status and on the progress of their service management tickets; 
• Notifying users on the planned activities that will affect EES services 
• Participating in user satisfaction surveys 
• Assisting the LIA SDM in collecting and processing raw data required for the LIA DS reporting needs; 
• Attending training sessions organised with the LIA SD staff 
• Controlling the proper usage of tools, processes; proposing new tools or ways to integrate them; 
• Monitoring effectiveness and efficiency of the service management process and making recommendations for improvements; 
• Maintaining good relationship with the customer and other co-workers within own area of responsibility. 
• Ensuring high quality of work and commitment to satisfy customer needs 

Requirements:

• Basic IT knowledge
• Fluent written and spoken English 
• Very good organizational skills: ability to coordinate multiple tasks as well as maintain the work schedule for other co-workers and structured way of working 
• Capability to absorb new information quickly 
• Ability to work under pressure
• Well-bred social behaviour 

Nice to have:

• Knowledge of ITIL framework and JIRA will be a plus 

What’s in it for you? 

• Wellbeing programs & work-life balance - integration and passion-sharing events
• Private medical and dental care
• Benefits platform – shopping, cinema, sport etc.
• Co-funding of sports activities, e.g. Multisport & OK system cards, b-active program
• Courses and certifications e.g. Google Cloud, AWS, ITIL
• Conferences and Expert Communities
• Gift packages for special occasions: Easter, Christmas, Children’s Day
• Appreciation for seniority: additional days off, Atos Jubilee gifts
• Remote working or commuting allowance
• Charity and eco initiatives

What happens next?

• Quick conversation with HR
• Interview with a Manager/IT expert/project representative
• Feedback (1-5 business days after the interview)
• Work like you want - remotely, in hybrid mode, or at our office