Job Specification

IT Service Desk Support Analyst (Sofia-Bulgaria)

Out of hours
ISG technology is an innovative UK based end-to-end IT services supplier with over 30 years of experience in all aspects of network infrastructure. With six offices in the UK and one in Sofia, we offer our employees the ability to work for an international company with some of the largest, most well-known companies in the world.
We are currently looking for a strong candidate for the position of IT Service Desk Analyst. The work is only out of hours – night shifts and weekends only
Working as an out of hours engineer in our Service Desk will require:
• Excellent English (verbal, written and listening). Our clients are British!

  • Have excellent soft skills
  • Have common sense and motivation
  • Work on night shifts and weekend shifts
  • Work with Microsoft Office
  • Have basic IT knowledge – Cisco networking, Patching of Windows Servers, Active Directory Administration, etc. Working experience/Learn to work with monitoring systems

Main Duties:
• Be the first point of contact to the customers – via phone or e-mail

  • Contact clients with information regarding the calls
  • Excellent work ethic of keeping communication channels alive between customers
  • Dispatch/Arrange engineer visits out of hours and respond coordinate incidents
  • Monitor Shared Mailbox for incoming customers’ requests
  • Monitor Service Desk Monitoring System for incoming alerts and process them according to contractual time
  • Create/Update/Close tickets
  • Ensure calls are completed to the satisfaction of the client

Personal skills:
• Work well in a team environment but be able to adapt to occasions when required to work independently

  • Remain calm and professional in sometimes challenging situations
  • Available to work on weekends and night shifts

An advantage would be:

  • Previous experience related to Service Desk customer support

What we offer:

  • A competitive salary and an incentive bonus scheme
    • Private medical care
  • Food and Flexi vouchers every month (apart from your salary)
  • Break room, free coffee and Pizza Fridays and Xbox Recreational room

We are waiting to hear from you!

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