Service Desk Agent, English (24/7)

Cegeka is a leading European IT solutions provider, helping organizations innovate, scale, and deliver future-ready software and digital solutions. We believe technology should empower people and businesses, and we create an environment where collaboration, entrepreneurship, and personal growth are at the heart of everything we do. As part of our Service Desk team, you will support Cegeka’s client organizations by providing reliable IT assistance, troubleshooting technical issues, and ensuring users receive a smooth and professional support experience. As a Support Technician, you'll be part of Cegeka's 1st Level Support Team within our 24/7 multi-customer Service Desk organization. You'll assist in monitoring and catching/dispatching alerts for different tenants and internal engineering teams. All incidents and requests must be handled efficiently, accurately, and in a timely manner, in accordance with agreed Service Level Agreements (SLAs). You will provide support through phone, email, and ticketing systems, assessing incoming incidents and alerts strictly according to established procedures. You'll continuously monitor and follow up on queues, handle incoming incidents with urgency, and communicate clearly about any delays or situations requiring escalation. Working in a service delivery environment, you'll contribute to providing reliable support for critical and high-priority incidents on a 24/7 basis, throughout the year, following a rotational shift schedule. #LI-SX1

• Act as the primary point of contact for incoming IT support requests via phone, email, and ticketing systems.
• Assist customers with technical issues involving PCs (laptops and desktops), tablets, and printers.
• Perform basic hardware and software troubleshooting, including remote connectivity issues.
• Examine and assess assigned tickets, evaluating their complexity, impact, and priority.
• Manage support requests in accordance with agreed Service Level Agreements (SLAs).
• Identify and escalate urgent incidents to the appropriate standby agent.
• Maintain accurate ticket documentation and ensure proper follow-up.
• Assist in preparing operational reports.
• Follow established procedures and work instructions to ensure consistent service delivery.

• Act as the primary point of contact for incoming IT support requests via phone, email, and ticketing systems.
• Assist customers with technical issues involving PCs (laptops and desktops), tablets, and printers.
• Perform basic hardware and software troubleshooting, including remote connectivity issues.
• Examine and assess assigned tickets, evaluating their complexity, impact, and priority.
• Manage support requests in accordance with agreed Service Level Agreements (SLAs).
• Identify and escalate urgent incidents to the appropriate standby agent.
• Maintain accurate ticket documentation and ensure proper follow-up.
• Assist in preparing operational reports.
• Follow established procedures and work instructions to ensure consistent service delivery.