Junior Service Desk Agent

Our partner is one of Europe's leading wholesale distributors of office supplies, services and solutions. A leader in France, Belgium, Luxembourg and the Netherlands, the client's group and its regional logistics centers offer more than 25,000 products, delivered within 24/48 hours anywhere in the country;
Client's latest acquisitions reinforce its leading position in the office supplies market, particularly in France. This new strategy opens up new prospects for growth and offers new development opportunities to its distributors, who target both private and professional customers.

1+ years of professional experience as a Service Desk Agent;
Level 1 knowledge of the following technologies: Microsoft (Azure, Intunes, Office 365, SharePoint), SAP;
Ability to analyze a remote situation by asking the right questions;
Excellent communication skills and ability to provide quality user support;
Ability to work in a team and collaborate with other levels of support;
Spoken languages: French, English (Upper-intermediate or higher);
Location: Portugal or Cyprus.

Will be a plus:

Receiving and recording tickets reported by users via the ticketing tool (ServiceNow);
Diagnosing and efficiently resolving tickets by following the prescribed procedure;
Supporting users throughout the ticket resolution process;
Reporting activity to management (including KPIs such as incident and request volumes, and resolution times);
Understanding situations by asking precise questions and, if necessary, rephrasing explanations provided;
Providing technical support to end-users on technology-related issues, particularly Microsoft, SAP, Salesforce, etc;
Guiding users in the utilization of tools and applications;
Performing first-level troubleshooting procedures to address common problems;
Escalating more complex tickets to higher levels of support (N2, N3) as required;
Maintaining an internal knowledge base with solutions and procedures for common issues;
Documenting solutions for future reference;
Collaborating with business teams, N2 & N3 support levels, and partners.

A competitive salary;
Employment is based on an employment contract of the country or a private entrepreneur contract without any reference to a specific location;
Paid vacation and sick leave;
Working on exciting projects with a team of professionals;
Opportunities for learning and practicing new technologies; internal training;
Participating in inner meetups and permanent experience exchange with colleagues;
Well-defined development processes and methodologies;
English and/or French language learning for free with internal teachers within working hours;
Reimbursement of medical fees, massage, or sports.

Recognize yourself? We are waiting for your CV!

Please, fill the form and we will contact you in case if your experience suits to our offer