# Service Desk Agent

> COSMOTE GLOBAL SOLUTIONS NV · Dublin, Ireland · — · Posted 2026-04-15

**Workplace:** on_site

## Description

**COSMOTE GLOBAL SOLUTIONS NV** is seeking a skilled **Service Desk Agent** to provide first-level technical support to clients and ensure smooth IT operations. This role involves managing user requests, troubleshooting issues, and collaborating with technical teams to resolve incidents efficiently.

**Key Responsibilities:**

-   Respond to incoming support requests via phone, email, or ticketing system.
-   Diagnose and resolve hardware, software, and network issues.
-   Document all incidents and service requests accurately in the IT service management system.
-   Escalate complex issues to appropriate technical teams as needed.
-   Provide timely updates to users regarding the status of their requests.
-   Assist in maintaining IT equipment inventory and software licenses.
-   Work collaboratively with team members to improve support processes and customer satisfaction.

## Requirements

-   Bachelors’ Degree an IT discipline.
-   Proven experience as a Service Desk Agent or in a similar IT support role.
-   At least B2 TEFL or higher in English Language
-   Familiarity with common operating systems (Windows, macOS) and office productivity tools.  
    **  
    Desirable Qualifications**
-   Windows Server Management:  
    Minimum 5+ years of experience managing Windows Server environments. Relevant MCSE certification with Windows Server components is required.
-   Active Directory Management:  
    Minimum 5+ years of experience in Active Directory administration and design. MCSE with MCP certification in Active Directory Administration and Identity & Access Management is required.
-   Exchange Management:  
    Minimum 5+ years of experience with Microsoft Exchange environments. Microsoft MCSE Solutions Expert or MCSA Messaging certification required. Proven experience in designing and deploying Exchange Server.
-   Network & Firewall:  
    Minimum 5+ years of experience in network infrastructure. Cisco CCNP Routing & Switching (R&S) or equivalent certification required, along with relevant firewall vendor certification.
-   Service Management:  
    Minimum 5+ years of experience in IT Service Management. ITIL v4 Foundation certification is required. ITIL Expert Level and Agile Service Manager certification are preferred.
-   Storage & Backup Management:  
    Minimum 5+ years of experience in storage and backup solutions. Relevant certifications in storage and backup technologies are required.

## Apply

[Apply at COSMOTE GLOBAL SOLUTIONS NV](https://apply.workable.com/cosmote-global-solutions-nv/j/075E37A7C7/apply)

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