Global Service Desk Specialist

We are supporting our partner, a leader in metal forming, manufacturing parts, and machinery. Headquartered in the Netherlands, the company employs more than 2,300 people. Currently, they are looking for an experienced Global Service Desk Specialist to join their global IT department, supporting it from the plant of the company in Bulgaria, located in Stara Zagora. 

About the job: 

Primarily responsible for analyzing and solving IT-related issues in a skilled Service Desk setting. You advise and support employees with service requests, incidents, and changes. You provide support by phone, email, and in many cases by remote control. You register and process the tickets using the IT Service Management Tool.

You can recognize a pattern in incidents to identify problems. You will work as a problem owner, monitor the progress of incidents, service requests, and changes, and keep the business informed about status and progression. You are the link to specialists at 2nd level support, operations, and suppliers. You are the representative of IT.

The main responsibilities of the role are as follows:

• Troubleshooting hardware and software issues.Remote desktop support (e.g., RDP, TeamViewer).Printer and peripheral device support.
• Proficiency in Windows OS (Windows 10, Server), macOS, and Linux distributions (e.g., Ubuntu, CentOS).
• Installation, configuration, and support for common business applications (MS Office, Adobe Suite, etc.).Web browsers and email clients support.
• Basic network connectivity troubleshooting (TCP/IP, DNS, DHCP).VPN and remote access support.Wireless network troubleshooting.
• Configuration and troubleshooting of mobile devices (iOS, Android).Mobile email setup and synchronization.Mobile device management (MDM) support.
• Desktops, laptops, tablets, and mobile device hardware troubleshooting and repair.Peripheral devices (printers, scanners, etc.) support.
• Understanding of ITIL (Information Technology Infrastructure Library) principles.Incident, problem, and change management processes.
• Effective communication and interpersonal skills.Customer-oriented approach.Handling difficult users and resolving conflicts.
• Ticketing systems (e.g., ServiceNow, Jira Service Desk).Remote support tools (e.g., Remote Desktop, Bomgar).Knowledge base and self-service portal management.
• Awareness of cybersecurity best practices.Handling security-related incidents (e.g., phishing, malware detection).Password resets and account management.
• Accurate documentation of support incidents and resolutions.Generating reports on service desk performance metrics.Continuous improvement suggestions.
• Analytical thinking and problem-solving abilities.Root cause analysis of recurring issues.Escalation and resolution coordination.

The company benefits are as follows:

• An attractive salary, incentives, and pension.
• Options for remote work.
• Clear paths for career advancement.
• Training programs, company fitness arrangements, and more.
• 30 vacation days and travel cost compensation
• Regular working hours - from 08:00am to 17:00pm

We are waiting for your updated CV in English!

All applications will be treated in strict confidentiality. Only short-listed candidates will be contacted.

Easy Consult Recruitment and Employment activities are based on a Recruitment license 2339 from 30.08.2017.