Service Desk Engineer I

Sofia (BG)
21 Jul 2021
06 Aug 2021
Full Time
Contract Type
Experience Level


The Service Desk Engineer I key responsibilities and activities include, but are not limited to:

  • Acts as primary point of contact for end users requesting support via all Service Desk communication channels (phone, chat, portal, email) with the objective of first contact resolution
  • Acknowledges receipt, respond, triage, categorize, prioritize and resolve incidents/fulfil service requests in accordance to the Service Level Agreements and following the established internal processes, customer service best practices, Company Policies, SOPs and WGs
  • Performs IT support of software and hardware, utilizing administrative account(s) with elevated privileges as well as specialized PC remote control tools
  • Performs user account management/administration – add, remove, manage permissions, password/PIN reset (e.g. Active Directory, Exchange/Office 365, WebEx, Mobile Device Management system, as well as other company-specific applications/platforms)
  • Coordinates with third party service providers for support as needed
  • Escalates incidents and requests outside of Service Desk scope, level of access and capabilities
  • Ensures all end user service interactions are properly documented in the ITSM tool
  • Be an active member of the Service Desk team by contributing to the efficient operation and ongoing improvement of the processes related to the team
  • Suggests potential improvements to the global end user experience
  • Adheres to Service Desk shift rotation schedule, working outside of normal business hours (including night and early morning shifts) to provide support coverage as required
  • Participate in the Service Desk on-call rotation
  • Assist to identify and develop IT support materials both for the Service Desk team and end users, e.g. knowledge base articles, job aids, FAQs
  • If necessary, provide desktop support services, including laptop imaging and configurations, hardware shipments, moves, break/fix activities, and general technical and desktop application support
  • Occasional travel, including international, may be required



Educational Background

  • Bachelor's degree, or its international equivalent from an accredited institution, in Computer Science, Information Technology, or related discipline preferred


  • Bachelor's degree in Computer Science, Information Technology, or related discipline and 0 - 1 year, supporting end users in an IT Service Desk/Tier I support environment, or an equivalent experience of 1+ years without degree in an IT Service Desk/Tier I support environment
  • Previous experience working in an ITIL environment preferred
  • Experience in the following domains:
    • MS Windows OS (e.g. 7, 10)
    • MS Active Directory
    • MS Office Suites; Office 365
    • IT Service Management systems (e.g. SysAid, Service Now, Remedy)
    • Internet browsers (e.g. Internet Explorer, Edge, Firefox, Google Chrome, Safari)
    • Web-based collaborative platforms/frameworks (e.g. SharePoint, Box, One Drive, etc.)
    • Instant messaging and collaborative platforms (e.g. Webex, MS Teams, etc.)
    • Secure software applications for remote resources (e.g. Cisco VPN, FortiClient)
    • Supporting a mobile workforce with remote support tools (e.g. Dameware, VNC, LogMeIn, Team Viewer, etc.)
    • Working with laptops/desktops/printers in a break/fix environment
  • Clinical drug development or other highly regulated industry background preferred


  • Currently supported Microsoft Windows Operating Systems (e.g. 7, 10)
  • MS Office including Office 365
  • Remote Support Tools
  • Knowledge of MS Exchange
  • Active Directory account administration
  • Laptops and Desktops (e.g. Dell, HP, Lenovo, Microsoft Surface, etc.)
  • Network 3-in-1 devices (Printer, Scanner, Fax)
  • Collaboration tools (e.g. WebEx, MS Teams etc.)
  • Collaboration platforms (e.g. SharePoint, Box, One Drive, etc.)

Personal skills & behaviours

  • Excellent customer service
  • Strong technical troubleshooting skills
  • Ability to read, write, and speak fluent English
  • Strong verbal and written communication skills
  • Teamwork in multicultural and multinational environment
  • Excellent organizational and time-management skills, able to prioritize work to meet deadlines and objectives
  • Motivated self-starter with the ability to self-manage assigned or implied tasks
  • Ability to multitask and work effectively in a fast-paced environment with changing priorities
  • Positive, results orientated approach