Service Desk Technician – Tirana

We are looking for a Service Desk Technician to join our team in Tirana, Albania.

The Service Desk technician will be an integral part of the IT support team, providing technical support to internal and external customers. Service Desk technician will be responsible for handling first-level support requests, troubleshooting technical issues, and escalating more complex issues to senior team members. Service Desk technician will work closely with the Service Desk Coordinator to maintain the high quality of IT support services, while developing their technical skills and gaining valuable experience in the field.

What we expect from you

What your key responsibilities will be:

Respond to incoming support requests via phone, email, and chat
Troubleshoot technical issues and provide solutions in a timely manner
Escalate more complex issues to senior team members as needed
Document all support interactions in the service management system
Maintain a high level of customer satisfaction by effectively communicating with customers and keeping them informed of the status of their requests
Participate in training and development opportunities to enhance technical skills
Assist in the maintenance of hardware and software inventory
Collaborate with team members to identify and resolve systemic issues

Skills and experience we expect from you:

Bachelor’s degree in computer science, information technology, or a related field
Knowledge of computer hardware, software, and networking
Good English communication skills, both verbal and written
Strong organizational and problem-solving skills
Ability to work well in a team environment and handle multiple tasks
Customer-focused approach to support and problem resolution