L1 Service Desk Agent

About the role

The L1 Service Desk Agent works directly with customers to resolve recurring or standard hardware and software issues, providing first‑line technical support on‑site in Belgrade.

Key responsibilities

• Provide technical support and assistance to clients regarding hardware and software problems.
• Install, configure, and update hardware and software, and troubleshoot daily equipment issues.
• Collaborate with NCRV and third‑party vendor technicians to resolve hardware or software faults.
• Review incident history to identify recurring faults and allocate engineer appointments for multi‑resource jobs.
• Update work orders, provide status information, and respond to escalated calls.
• Participate in product and customer training and implement remote fixes using guided search tools.

Required profile

• Basic PC literacy with keyboard proficiency.
• Understanding of Windows‑based applications and tools.
• Strong problem‑solving, analytical, and relationship‑building skills.
• Excellent verbal and written communication abilities.
• High school diploma.

Required skills

• Windows operating system.
• Hardware installation, configuration, and troubleshooting.
• Software installation, configuration, and troubleshooting.
• Desktop diagnostic tools and troubleshooting checklists.