Service Desk Agent with English

You are part of the Cegeka 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to provide technical remote support in English for our customers. 

• Act as Primary Point Of Contact for calls, mails, tickets (self-service portal and internal/customer ticketing tool/s) and chats within agreed service level agreements
• Escalate urgent incidents to our standby agent
• Assisting in creating operational reports
• Handling the back-office tasks as defined during customer intake/change of scope (dynamic customer portfolio)
• Continuously contribute to the idea management for creating efficiency within the Service Desk Team
• Actively participate in change coordination activities

• Excellent English skills
• Strong communication skills – clear, calm, and friendly in both written and verbal interactions
• Customer-focused mindset – genuinely wants to help and sees issues from the user’s perspective
• Patience and empathy – especially with non-technical or frustrated users
• Positive attitude – stays professional and upbeat under pressure
• Reliability punctuality – shows up, follows through, and can be trusted
• Technical Desk-Ready Skills Basic IT knowledge – operating systems, common hardware, printers, and peripherals
• Understanding of common software – email, Office 365 / Google Workspace, browsers
• Nice-to-Have Experience in customer service or call-center roles Basic networking knowledge – Wi-Fi, VPN, connectivity concepts
• Multitasking ability – talking to users while documenting tickets
• Stress resilience – keeps composure during high-volume periods