Service Desk Agent (IT)

Vetropack Chisinau

The Vetropack Group is a leading glass packaging manufacturer in Europe. With a workforce of around 4,000 people, it runs nine glass factories in Switzerland, Austria, the Czech Republic, Croatia, Slovakia, Ukraine, Italy, and the Republic Moldova. Vetropack’s companies in Switzerland, Austria, the Czech Republic, Slovakia, Croatia, Ukraine, Italy and the Republic Moldova all produce and distribute glass packaging. We produce glass packaging for more than 100 years, serving its customers successfully since 1911.

Position overview
The primary purpose of the Service Desk Agent (IT) is to provide first-level technical support to end-users, ensuring the efficient resolution of IT-related issues and maintaining high levels of customer satisfaction. The objective is to act as the first point of contact for IT support, troubleshooting hardware and software problems, and escalating more complex issues to higher-level support teams.

Key Responsibilities

• Attend the IT internal call center and manages incoming calls with a friendly and professional demeanor.
• Handle, prioritize, and resolve tickets according to defined SLA’s, ensuring timely completion of all open tickets.
• Providing 1st and 2nd level Service Desk support both locally and remotely, they deploy and maintain workplace hardware and software in line with IT standards.
• Involve maintaining the IT Service Catalogue, IT Service Desk documentation, and IT asset inventory.
• Support for cooperation with external suppliers and managing contracts in accordance with Vetropack procurement processes is also required.
• Support the optimization of IT Service Desk processes and assists with administrative tasks such as documentation, purchasing, warehousing, reporting, and planning.

Qualifications and Competencies

• A degree in Information Technology, Computer Science, or a related field is required.
• Attention to detail is necessary to accurately diagnose and resolve technical issues. Strong customer service skills are important for building positive relationships with users. Proficiency in IT support, including troubleshooting hardware, software, and network issues, is required.
• Familiarity with JIRA Service Management or similar IT support tools, as well as knowledge of operating systems (Windows, macOS, Linux) and standard office applications, is essential.
• Advanced knowledge and hands-on experience with common debugging and logging systems for Windows-based operating systems is an advantage.
• The ability to work independently and as part of a team is valued.
• Strong problem-solving skills and the ability to make decisions under pressure are key to success in this role.
• Excellent communication skills, both written and verbal, are necessary for effective collaboration with colleagues and stakeholders across the organization.
• Strong English communication skills, both written and verbal.

Why join our team

• With us, you will work on an international level. As you probably already know, Vetropack works in numerous countries across Europe. Be prepared to make many multicultural connections and work with plenty of interesting people.
• This position will require a certain degree of travel. You will also be able to see a country or two along the way.
• You will learn a lot, like tons. Our company invests a lot in the education of our employees, both inside and outside of the company. We recently integrated a new LMS into our company.
• Numerous chances for development.
• Join us and be prepared to make friends for life.

We offer competitive compensation and benefits packages commensurate with experience and qualifications. Details regarding salary, benefits, and other employment-related information will be discussed with shortlisted candidates during the interview process.