Location: Sofia, Bulgaria Departments: Broadcast and Information Technologies
Job Overview
We are looking for a customer-focused and tech-savvy Service Desk Agent to join our IT support team in Sofia. As the first point of contact for technical assistance, you’ll play a key role in ensuring smooth day-to-day operations by resolving user issues and maintaining high service standards.
The ideal candidate will have hands-on experience in IT support, strong communication skills, and a passion for helping others solve technical problems efficiently.
Your Role:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Diagnose and troubleshoot hardware, software, and network issues.
- Escalate unresolved issues to higher-level support teams as necessary.
- Log all incidents and service requests accurately in the ticketing system.
- Follow up with users to ensure issues are resolved and provide updates on progress.
- Maintain knowledge base articles and documentation for common issues and solutions.
- Support onboarding and offboarding processes, including account setup and equipment provisioning.
- Adhere to service level agreements (SLAs) and performance metrics.
Required Skills and Qualifications:
- Proven experience in a service desk or IT support role.
- Strong knowledge of Windows and/or macOS operating systems.
- Familiarity with Microsoft 365, Active Directory, and common enterprise applications.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple priorities.
- Strong problem-solving and analytical abilities.
- Customer-oriented mindset with a focus on delivering high-quality support.
Preferred Qualifications:
- ITIL Foundation certification or equivalent.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Basic understanding of networking concepts (DNS, DHCP, VPN).
- Knowledge of remote support tools and techniques.
Perks & Benefits:
- Social perks, including a Multisport card and premium private health insurance.
- A welcoming and inclusive workplace.
- Free coffee, tea, fruits, lunch, and access to fully equipped kitchens.
- Referral bonuses for bringing great talent on board.
About Us:
At Sands Digital Services, we’re all about redefining live entertainment with unique play experiences. Our mission? Deliver exciting content, shape the future of gaming, and be a beacon of innovation. We push boundaries to bring the thrill of gaming to players worldwide. Our in-house team handles everything from ideas to game design and software development, creating products for all player types, including localized solutions.
We value our employees' well-being, love open communication, encourage collaboration, and support continuous learning. We’re building a culture where everyone feels valued, motivated, and inspired. Join us at Sands Digital Services and help us set new standards of excellence in live entertainment.
