Service desk agent CSO

In this position, as a Service desk agent, your role will be to provide 1st line support for internal/external users at client’s systems operations within their Network Operations Division (where mission critical systems are supported).

It is an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it also requires handling various troubleshooting requests.

The Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met.

Availability: 24/7 (Monday to Sunday) shifts – company car is provided.

Key Responsibilities

Provide 1st Level End-user support for client users including:

• Support for specific client software and applications (installation, error messages, tweaking).
• Analyzing support requests sent by the customer by calls, mail, in person and web submit.
• Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system.
• Examining all problems, evaluating complexity, impact and priority.
• Giving required support, efficiently and effectively and in accordance with priority, impact and SLAs.
• Escalating problems according to procedures to the client support groups or to the 2nd level.
• Ensuring follow-up of all issues: documenting and filling in ticketing system appropriately.
• Assist with defining and documenting knowledge base articles.
• Assist with special project work as needed.
• Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings).
• Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity).

Job Requirements

• Flexibility and ability to adapt to a different work environment.
• IT knowledge and previous experience to resolve IT issues on the go.
• Fast learner.
• Previous successful customer service experience is considered an advantage.
• Strong analytical, technical, problem‑solving and organizational skills.
• Strong written and oral communication skills.
• Team player, self‑motivated, organized, detail oriented and able to handle changing priorities.
• Able to communicate problems/issues to customers in a non‑technical manner.
• Flexibility. Working hours: shift rotation to cover 24/7 (Monday to Sunday).
• Proficiency in English.

Work conditions

• Contract type: Permanent contract
• Working setup (hybrid, on site, remote): 100% onsite

What we offer

The final salary offer will be determined based on gender‑neutral, objective criteria, such as, but not limited to, the experience and seniority level required for the role, as outlined in the job description. This will be further assessed during the technical interview.

• Special referral bonuses for recommending your friends.
• Possibility to follow trainings via Stefanini LinkedIn Learning, IT and soft‑skills training provided by our specialists.
• Opportunities for professional development in a stable multinational environment.
• Exposure to an international environment as part of a multicultural team spread across Europe.

Key Points to Remember

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.

Diversity & Inclusion

We value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We encourage the importance of being you.