D-ploy is seeking a Service Desk Agent to provide technical and troubleshooting support for computer hardware, software, mobile devices, and other technology tools. This remote position, based in the EU, emphasizes process adherence, detailed documentation, and collaboration with onsite IT teams.
What You'll Do
- Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products
- Meticulous documentation of end user issues in ITSM tool
- Adherence to processes and knowledge documents
- Ticket backlog management
- Continuous service improvement activities – knowledge script creation, training document updates etc.
- Close collaboration with Onsite IT technicians
What We're Looking For
- Fluency in French and English
- Ability to provide technical and troubleshooting assistance for computer hardware and software, mobile devices, and other tech tools
- Experience with meticulous documentation of end user issues in an ITSM tool
- Adherence to defined processes and knowledge documents
- Ability to manage ticket backlog effectively
Nice to Have
- Experience in continuous service improvement activities such as knowledge script creation and training document updates
- Experience collaborating closely with onsite IT technicians
Technical Stack
- ITSM tool
Team & Environment
- Engaging
- Flexible
- Solution-oriented
- Dynamically growing
- International
Work Mode
Remote position available within the EU.
