As an IT Service Desk Agent you will be an on-site tech expert, providing first-line support and resolving user issues to ensure a smooth IT experience. Managing incidents, collaborate on solutions, and onboard users for new technologies.
Your tasks
- Provide first-line technical support to on-site users, serving as the initial point of contact for all inquiries
- Record incidents accurately and promptly in the designated ITSM tool (e.g., ServiceNow)
- Investigate and diagnose reported incidents, researching potential solutions
- Accurately categorize and prioritize incidents based on urgency and impact
- Manage the incident lifecycle, ensuring timely updates, resolution, and closure
- Escalate complex or unresolved issues to the Team Leader or designated support team
- Assist with user onboarding and training for new software or hardware implementations within the local office
- Collaborate with the team or department to maintain an accurate inventory of IT equipment within the local office
- Be aware of and report any security concerns related to IT equipment in the local office
- Stay updated on emerging technologies and best practices, and share knowledge with colleagues when appropriate
- Maintain a professional and helpful demeanour, providing excellent customer service to all users through clear and concise communication
Your profile
- Completed training in the IT field (e.g. IT apprenticeship, HTL) or comparable qualifications
- 2+ year of professional experience in IT support or a comparable position
- Good understanding of computer systems, mobile devices, and other tech products
- Customer-oriented with excellent communication skills
- MS Windows System Support experience
- Good interpersonal communication
- Teamwork skills
- High willingness to learn
- Hands-on mentality
- Proficiency in English
About Greentube Technologies RS
Greentube GmbH, the global interactive unit of NOVOMATIC, is a leading developer and supplier of iGaming solutions. Greentube is a wholly-owned subsidiary of the NOVOMATIC Group, one of the biggest producers and operators of gaming technologies and one of the largest integrated gaming companies in the world. Greentube's industry leading omni-channel technology allows the convergence of online, mobile and land-based games. The well-diversified product portfolio includes Classic Slots, Table Games, Live Dealer Gaming, AWP Reloaded Slots, Server-Based Gaming, Social Casino Gaming, Bingo and more.
Greentube Technologies RS d.o.o. Beograd
Japanska 3 a, Belgrade-Novi, Beograd
www.greentube.com
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