FNG (Fortitude Nicsa Global) Ltd. · 1 day ago
Service Desk Agent
United States
Full-time
Hybrid
Entry Level
1+ years expFNG (Fortitude Nicsa Global) Ltd. is seeking a skilled and customer-focused Service Desk Agent to join their newly established support desk. The role involves providing onsite and remote technical support to non-technical users, ensuring high levels of service and satisfaction.
Cloud ComputingComputerCyber SecurityInformation TechnologyTechnical Support
Responsibilities
Provide first-line IT support to end users, both remotely and onsite, ensuring timely resolution of technical issues
Handle incidents and service requests via phone, email, or ticketing systems in accordance with ITIL/ISO 20000 best practices
Support and troubleshoot Microsoft Office 2013/2016 applications, including Outlook, Skype for Business, Microsoft Teams, Word, Excel, PowerPoint, Microsoft Project, and Visio
Log, categorize, and escalate issues where appropriate, following established processes
Maintain clear communication with users, ensuring they are informed of progress and resolution
Contribute to documentation and knowledge base articles for common issues and solutions
Adhere to and support ISO 20000-1 standards in IT service management
Qualification
Required
Minimum 1 year of experience in a service desk or IT support role, preferably assisting non-technical users
Fluent in English (minimum B2 CEFR level); Polish language skills are a strong advantage
Proficiency with Microsoft Office 2013/2016 suite at ECDL Advanced level or equivalent
Good understanding of IT service management practices, particularly within an ISO 20000 environment
Strong communication and interpersonal skills
Must be physically present and working onsite at our customers office in Warsaw
Must have some experience of using Service Now
Preferred
Experience working in an international or EU agency environment
Familiarity with ITIL framework
Benefits
Opportunity to work in a dynamic, multicultural organization.
Professional development in a structured IT service environment.
Company
FNG (Fortitude Nicsa Global) Ltd.
Fortitude Nicsa Global (FNG) is a leading provider of comprehensive IT services, supporting businesses in over 160 countries with innovative, 24/7 solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase