Level 1 Service Desk Agent

Описание на позицията

Akkodis is a global digital engineering consulting company that enables organizations to innovate and accelerate by applying technology to redefine how processes and products are developed, powered and optimized. With deep expertise across AI, data, cloud, edge and software engineering, we combine technology and talent to deliver end-to-end solutions, from strategy and consulting to talent development and implementation.

With more than 20 years of experience in Bulgaria, our experts deliver technology solutions in the IT, Software, Cloud, and Digital fields. Our people are the foundation of our success. That’s why we champion a company culture where talent is celebrated, and diversity is embraced. Now, we are looking for more talents to join us in our mission to engineer a Smarter Future Together.

About The Role The role handles incoming queries and help requests from end users, via email, over the phone and ticketing system. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. Level 1 Agents need to balance creative and technical problem solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.

Responsibilities Serve as a first point of contact for all IT related matters.

Handle requests from multiple channels: email, phone, etc.

Provide first resolution steps, based on process.

Provide remote access assistance, when required.

Provide technical assistance for questions and problems.

Liaison between users and next levels of support.

Following up with users to ensure full resolution of issues.

Install or change software to fix issues.

User access management in Active Directory and business applications.

Users’ issues and requests documentation in SNOW.

Support escalation process.

Work as part of a team, share knowledge, and work together to increase performance standards.

Document missing resolutions in knowledge base and maintain their up-to-date status.

Requirements Technical skills and knowledge including but not limited to MS Office, Internet applications, Windows Operating Systems, Active Directory.

Fluency in English.

Excellent customer interface skills.

ITIL Certification is a plus.

Previous experience on similar position is a plus

Bachelor degree in a technical field will be a great advantage

What We Offer Performance-based bonuses

Referral bonus program

24 days annual paid leave

Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses and more)

Free Psychological Counselling via phone and on the spot

Newborn or newly adopted child bonus

Food vouchers – 76.69 EUR/month (150 BGN)

Upskilling & reskilling training programs and e-learning hub

Diverse career growth opportunities

Recognition awards

Sports cards (partially covered by the employer) and company sports initiatives

Special company discounts

Various social and charity initiatives

The future is here for the making. Are you ready?

Let’s make the incredible happen.