Service Desk Operator - Remote Position

About the Role

We are looking for a Service Desk Operator to join our team at UGT. This remote Service Desk Operator position offers an exciting opportunity to work with a leading digital technology company in Georgia. You will play a crucial role in monitoring IT infrastructure and providing support to our clients, ensuring smooth operations across various sectors.

What You'll Do

• Monitor IT infrastructure in real-time using monitoring systems.
• Analyze alarms and notifications from monitoring systems, responding appropriately and escalating to support teams as per established procedures.
• Communicate with contractor organizations and support engineers via phone, chat, and email.
• Receive, register, categorize, and prioritize incoming requests from users through phone, email, or chat on the service desk portal.
• Monitor incident statuses and control the resolution process.
• Identify recurring incidents and provide relevant information during the problem management process.
• Conduct activities in accordance with established IT processes and ISO standards.

Requirements

• Basic knowledge of MS Office applications (Word, Excel, Outlook).
• General knowledge of incident management processes is preferred.
• Experience with monitoring systems (e.g., Zabbix, Nagios, PRTG) is a plus.
• Experience with Service Desk systems (Jira, ServiceNow, Freshservice) is desirable.
• Bachelor's degree or equivalent; students from vocational schools or final year students are also considered.
• Minimum B1 level proficiency in English.
• Preferred experience in first-line IT support roles.

Nice to Have

• Strong communication skills.
• Ability to gather information effectively.
• Team player with a sense of responsibility.

What We Offer

• Full-time position with a competitive salary.
• Health insurance coverage.
• Access to Fitpass for wellness activities.
• Remote work flexibility.
• Opportunity to grow within a leading IT services company.