IT Service Desk Agent

Clune Tech is a suite of companies providing cutting – edge solutions that simplify global business. Our technology streamline business processes such as digital sales, global payroll, tax compliance, global VAT & cross – border payments, making business better for our customer worldwide.CluneTech has been recognized as a Great Place to Work for 10 consecutive years, a “Best Workplace for Women” for the past 6 years and most recently, we were delighted to be recognized as a “Best Workplace in Tech” for the accreditation’s first year.Our global footprint encompasses 22 offices worldwide and we do business across 100 countries daily. In Bulgaria alone, we have 950+ employees across our offices in Varna, Veliko Turnovo and Shumen and we’re continuing to grow.The Service Desk Agent serves as the first point of contact for users reaching out to the CluneTech IT Service Desk. They are responsible for delivering high-quality customer support, resolving Level 1 requests promptly, and escalating more complex Level 2 and Level 3 issues to the appropriate support teams. This role requires a strong balance of foundational technical knowledge and effective communication skills.The position is temporary - 13 month contract. Responsibilities:Act as the primary point of contact for all ICT-related incidents and service requests within the organization.Respond promptly to queries received via email, self-service portal, and telephone in line with defined Service Desk targets and SLAs.Take full ownership of issues, ensuring they are tracked from initial report through to successful resolution or appropriate escalation.Maintain consistent communication with users, providing timely updates on the progress of their requests or incidents.Develop a strong understanding of internal IT teams, including Systems, Network, Database, Desktop Support, and Software Development, to ensure effective collaboration and escalation.Assist users with hardware and software support, resolving technical issues or escalating as necessary.Escalate complex or unresolved issues to second-line or specialist teams in a timely and accurate manner.Log and manage all requests and incidents accurately using the designated Service Desk management tool.Support the closure and documentation of resolved tickets, ensuring follow-up where needed and quality of service is maintained.Prioritize and schedule incoming incidents and service requests, escalating urgent matters to senior technical staff when required.Adhere to ITIL-aligned processes and procedures, including Incident and Problem Management workflows.Follow all standard Service Desk operating procedures, ensuring accurate, detailed, and timely logging of all support tickets.Escalate issues beyond first-line capability to the appropriate second- or third-line support teams in line with escalation procedures.Perform other related duties in support of the Service Desk as assigned by the Service Desk ManagerRequirements:Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.Minimum 2 years experience in a similar role.Experience using Azure, Active directory and Sophos Console.Strong customer service orientation with a friendly, patient, and professional manner.Ability to remain calm and focused under pressure, especially during high-volume or critical situations.Confidence to liaise with internal teams and escalate issues when neededWorking knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.Good time management and ability to meet deadlines and service level agreements (SLAs).We would like to thank you for your interest in this role. Please note that only shortlisted applicants will be contacted for an interview.At CluneTech, we’re proud to be an equal opportunities employer. Qualified applicants will be considered without discrimination on the basis of gender, marital status, family status, sexual orientation, religion, age, disability and race. This position is also suitable for individuals with permanent impairments (with ≥50% incapacity) who have no medical preventatives to be employed.The advertisement is suitable for candidates with disabilities who have no medical contraindications to work with a Video Display and significant visual strain.Please note that when applying for a position with CluneTech, you voluntarily submit your personal data. This data will be processed for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data.