Service Desk 1st Line Support Agent

Responsibilities

• Act as the first point of contact for incoming tickets via phone and chat channels
• Resolve incidents and service requests remotely or coordinate end-to-end resolution
• Install software, configure ICT systems, and perform minor hardware repairs
• Ensure continuity of service, security, and performance needs
• Train users on basic software, hardware, and audio-visual equipment usage

Requirements

• Bachelor's degree in Computer Science or a relevant field
• Minimum 3 years of IT Service Desk and direct customer support experience
• C1 level English proficiency
• Strong understanding of IT security and best practices
• Proficiency in Active Directory (Microsoft and Azure), Office Tools, and ITSM Tools (Jira or ServiceNow)
• Experience with software installation and hardware troubleshooting
• Excellent oral and written communication skills

Preferred Qualifications

• Experience with Microsoft 365, Bitlocker, VPN, and network troubleshooting
• Certifications such as ITIL V4, MTA, MCSA, MCSE, Microsoft Azure, Microsoft 365, or CompTIA A+

About the Company

Netcompany is dedicated to responsible digitalisation, building innovative, inclusive solutions that drive meaningful impact for EU institutions and private organisations across Europe.