Service Desk Technician Agent

Cegeka is expanding its service desk and seeking a trained and knowledgeable IT Technical Support Agent to join our dynamic team. As a recognized Great Place to Work, we are in search of passionate individuals who excel at efficiently and accurately resolving customer issues. The ideal candidate will be well-prepared, organized, and diligent in documenting their work. This position calls for strong problem-solving skills and the ability to collaborate with all levels of staff, ensuring the seamless resolution of customer tickets and contributing to our shared success

•  Provide Level 1 support and some Level 2 support for all approved hardware, software, networks, and systems.
• Communicate and coordinate problem-solving efforts with users, other IT support staff, and vendor technicians.
• Ensure that all problems and solutions are properly documented using standard problem-tracking tools, such as Remedy.
• Handle the creation and termination of user accounts.
• Perform additional responsibilities as assigned.
• Receive phone inquiries about issues, log the problems, and provide solutions and assistance whenever possible. If necessary, forward the inquiries to the appropriate personnel for resolution and ensure timely feedback to the user regarding the status.
• Prioritize user inquiries based on their severity.
•  Work closely with other IS personnel to identify the exact nature of the problem and implement solutions for users.
• Document the problems and the correct procedures.
• Coordinate resolutions with Level 2 personnel as well as outside vendors or service companies.
• Assist with the setup of user profiles and the configuration of PCs, as well as the administration of networks and applications (such as Taleo, Intranet, JD Edwards, email, CRM, and Salesforce).
• Perform system administration on all company applications.
• Contact, schedule, and follow up with vendors for service calls and support.
• Perform additional duties as needed to fulfill responsibilities.
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• An associate's degree in computer science or equivalent experience
• A minimum of 2 years of experience in a helpdesk environment
• Proficient troubleshooting and problem-solving skills
• Knowledgeable in PC computing, network connectivity, system administration, application support, and operating systems
• At least a C1 level of English proficiency