Help Desk Representative – Incident Management Agent

About the role

We are looking for an Incident Management Agent to join our Belgrade team and provide operational support to a Spanish‑speaking customer. The role involves handling incidents, communicating clearly with users, and ensuring rapid resolution in line with service standards.

Key responsibilities

• Register, monitor and manage incidents following established procedures.
• Perform initial diagnostics and coordinate with technical teams to resolve issues.
• Keep users informed about incident progress and status.
• Document each case accurately to maintain quality and traceability.
• Collaborate with team members and contribute to continuous‑improvement initiatives.

Required profile

• Very high level of Spanish (C1 or equivalent).
• Experience in technical support, service desk, NOC or incident management.
• Advanced proficiency with Excel and Outlook.
• Strong verbal and written communication skills.
• Availability for 24 × 7 rotating shifts.

Required skills

• Microsoft Excel
• Microsoft Outlook
• ITSM tools such as ServiceNow or Remedy

What we offer

• Private health insurance.
• Employee referral bonus program.
• Well‑being resources and baby bonus.
• Life, accident and disability insurance.
• Opportunities for internal career progression and discounts at partner companies.