Service Desk Agent – English Language Support

About the role

We are looking for a Service Desk Agent to provide English language support for our Shared Service Center in New Belgrade. The role acts as the single point of contact for internal users, handling routine and non‑routine incidents, problems and requests via phone, email, ITSM tools and MS Teams chat.

Key responsibilities

• Provide first‑level support through calls, IVR, email queues, ITSM tool and Teams chat.
• Document actions taken, follow established processes and ensure accurate records.
• Resolve routine user enquiries and escalate complex issues to meet SLAs.
• Monitor performance through statistical reporting and analysis.
• Collaborate with global team members and act as a helpful, effective colleague.

Required profile

• High school diploma or equivalent; IT‑related studies or prior Service Desk experience.
• Ability to handle multiple activities simultaneously and follow operational procedures.
• Ownership of personal development with a clear development plan.
• Legal right to live and work in Serbia.

Required skills

• Microsoft Office suite.
• Basic knowledge of Microsoft Windows operating system and PC hardware.
• Fundamental networking concepts.
• Experience with ITSM tools, preferably ServiceNow.
• Familiarity with Snow (ServiceNow) ticketing system.