Service Desk Agent (IT)

The primary purpose of the Service Desk Agent (IT) is to provide first-level technical support to end-users, ensuring the efficient resolution of IT-related issues and maintaining high levels of customer satisfaction. The objective is to act as the first point of contact for IT support, troubleshooting hardware and software problems, and escalating more complex issues to higher-level support teams.

Key responsibilities:

• Attend the IT internal call center and manages incoming calls with a friendly and professional demeanor.
• Handle, prioritize, and resolve tickets according to defined SLA’s, ensuring timely completion of all open tickets.
• Providing 1st and 2nd level Service Desk support both locally and remotely, they deploy and maintain workplace hardware and software in line with IT standards.
• Involve maintaining the IT Service Catalogue, IT Service Desk documentation, and IT asset inventory.
• Support for cooperation with external suppliers and managing contracts in accordance with Vetropack procurement processes is also required.
• Support the optimization of IT Service Desk processes and assists with administrative tasks such as documentation, purchasing, warehousing, reporting, and planning.

Requirements:

• A degree in Information Technology, Computer Science, or a related field is required.
• Attention to detail is necessary to accurately diagnose and resolve technical issues. Strong customer service skills are important for building positive relationships with users. Proficiency in IT support, including troubleshooting hardware, software, and network issues, is required.
• Familiarity with JIRA Service Management or similar IT support tools, as well as knowledge of operating systems (Windows, macOS, Linux) and standard office applications, is essential.
• Advanced knowledge and hands-on experience with common debugging and logging systems for Windows-based operating systems is an advantage.
• The ability to work independently and as part of a team is valued.
• Strong problem-solving skills and the ability to make decisions under pressure are key to success in this role.
• Excellent communication skills, both written and verbal, are necessary for effective collaboration with colleagues and stakeholders across the organization.
• Strong English communication skills, both written and verbal.

Why join our team

• With us, you will work on an international level. Vetropack’s companies in Switzerland, Austria, the Czech Republic, Slovakia, Croatia, Ukraine, Italy and the Republic Moldova all produce and distribute glass packaging. We produce glass packaging for more than 100 years, serving its customers successfully since 1911. The cornerstones of this success are their history together with their business model and clear strategic orientation. The company's growth has come from strategic acquisitions, takeovers and mergers, technological progress, and the opening of new markets.
• This position will require a certain degree of travel.
• You will learn a lot, like tons. Our company invests a lot in the education of our employees, both inside and outside of the company. We recently integrated a new LMS into our company.
• Numerous chances for development.
• Join us and be prepared to make friends for life.

We offer competitive compensation and benefits packages commensurate with experience and qualifications. Details regarding salary, benefits, and other employment-related information will be discussed with shortlisted candidates during the interview process.

How to Apply:

If you are interested in this exciting opportunity and meet the requirements, please submit your updated resume and a cover letter explaining your interest and suitability for the role though Vetropack Career Site. 

Selection Process:

The selection process will include a review of applications, interviews, and possibly assessments or presentations, as determined by the hiring team. We will contact only the shortlisted candidates for further evaluation. Please note that only candidates selected for an interview will be contacted. We thank all applicants for their submissions.

We enable everyone to enjoy beverages and food in the most elegant, safe and responsible way.

More details about Vetropack Group looking for https://www.vetropack.com/en/

Look forward to reviewing your application and potentially welcoming you to our Vetropack family.