IT Service Desk Agent
About the job
- Excellent customer service and problem-solving skills.
- Strong communication skills and an empathetic, professional approach to customer interactions.
- Two to five years of relevant work experience in a complex, technology-driven, and fast-paced environment.
- A bachelor's degree or higher, or ongoing studies toward a bachelor's degree or higher.
- Basic understanding of hardware, software, and IT systems.
- Ability to diagnose complex technical issues and identify effective solutions quickly.
- Strong attention to detail, reliability, and the ability to work independently as well as part of a team.
- Ability to remain calm and professional under pressure, including when handling challenging customer situations.
- Flexibility to work variable shifts, including evenings, weekends, and public holidays.
- Provide end-user IT support via phone, live chat, and in person when required.
- Investigate, diagnose, troubleshoot, and resolve hardware and software issues, ensuring service recovery where necessary.
- Receive, assess, triage, prioritize, and resolve incidents and service requests related to enterprise applications, hardware, and infrastructure components.
- Identify the root causes of technical issues, assess urgency and business impact, and resolve incidents or escalate them to the appropriate teams.
- Maintain accurate and detailed documentation of incidents, problems, and service requests in the ticketing system.
- Keep end users informed about ticket status, progress, and expected resolution timelines.
- Use knowledge bases and technical documentation to support efficient troubleshooting and improve first-contact resolution rates.
- Install, configure, maintain, and troubleshoot computer hardware, peripherals, and software, including running diagnostic programs.
- Provide guidance and training to end users on the use of applications and IT systems.
- Collaborate with internal IT teams to ensure timely and effective issue resolution.
- Identify opportunities to improve, streamline, and automate support processes.
- Provide after-hours, weekend, and public holiday support as required.
- Previous experience in an IT technical support role is an advantage but not mandatory.
About the company
Qualysoft is an international IT consulting and software engineering company serving enterprises and public-sector organisations. Its work spans business applications, Microsoft cloud systems, custom software, data and analytics, artificial intelligence, testing and digital tax administration. Clients engage the company for individual specialists, dedicated engineering teams or managed projects in which Qualysoft takes responsibility from requirements and design through delivery and maintenance. The group operates through European locations and an Indonesian centre of excellence, supporting projects across several industries. Founded in 1999, Qualysoft is headquartered in Vienna, Austria.
Company Size
501-1,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Vienna, Austria
Founded
1999
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Simplify's Take
What believers are saying
- Development includes regular feedback: the careers page describes tailored opportunities and a focus on internal mobility.
- Learning tools are included: the Bucharest AI-engineer role lists access to courses and certifications on major platforms.
- Meal support is explicit: the Romanian banking-engineer posting includes lunch tickets and a Pluxee card.
What critics are saying
- Hybrid work includes an onsite commitment: the AI-architect contract requires two days per week in Vienna.
- Some assignments have defined terms: the AI-architecture project lists twelve months with an option to extend.
- Client selection is an extra gate: candidates have technical interviews with partners, whose evaluations determine the next steps.
What makes Qualysoft unique
- Privacy has a separate certification: Qualysoft lists ISO 27701 for privacy information management.
- Technology partnerships involve recurring checks: Qualysoft says it undergoes regular audits to maintain certified-partner proficiency.
- Capacity extends beyond employees: its engineering practice reports access to a pool exceeding 50,000 specialists.
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