IT Service Desk – Level 1 Agent

Level 1 It Service Desk Agent

InnIo is looking for a reliable and customer-focused Level 1 IT Service Desk Agent to provide first-line technical support to internal users and external partners. This position plays a key role in incident logging, ticket routing, and resolving issues on first contact by strictly adhering to Standard Operating Procedures (SOPs). The role requires working in rotating shifts, including weekends and holidays, as part of a global IT support team. Initial researching and identifying solutions to software and hardware issues based on the SOPs. Our young and supportive team - in a fast-growing international business environment is looking for her/him who is able to handle the following key responsibilities.

Your tasks:

• Serve as the first point of contact for IT support across multiple communication channels: phone, email, chat, and self-service portal.
• Log, categorize, and prioritize support tickets in the ITSM system (e.g., ServiceNow, Jira Service Management).
• Use documented SOPs to resolve common IT incidents, including:
  • End User device troubleshooting
  • Basic hardware and software issues
  • Email access (Microsoft 365)
  • Printer, VPN, and network connectivity support
• Focus on First-Level Resolution (FLR) to maximize tickets resolved at the first point of contact.
• Accurately route tickets to appropriate Level 2 or specialist teams when out of scope.
• Escalate high-priority or major incidents according to escalation matrix and SLA policies.
• Maintain detailed and clear ticket notes and update the knowledge base with resolved issues.
• Monitor dashboards and queues to ensure SLAs are met across shifts.
• Collaborate with global teams to ensure service continuity and proper handover during shift transitions.

Your profile:

Education & Experience:

• High school diploma or equivalent required; associate degree in IT or related field preferred.
• 1–2 years of experience in a help desk, service desk, or technical support role Certifications.

• CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals or equivalent.

Technical Skills:

• Familiarity with:
  • Microsoft Windows OS (10/11), Microsoft 365 suite
  • Azure AD and Active Directory for account and password management
  • ITSM ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshservice)
• Basic understanding of networking and endpoint troubleshooting.
• Ability to follow SOPs accurately and escalate where needed.

Soft Skills:

• Strong written and verbal communication in English (German, Spanish, Portuguese and additional languages are a big plus).
• Customer-oriented with excellent interpersonal skills.
• Able to work independently and collaboratively under pressure on a global multicultural environment.

Work Conditions:

• Working Schedule - 2 shift rotation (morning/afternoon)
• 2 shifts (Mo-Fr) morning shift: 7am - 3pm afternoon shift: 3pm - 11pm
• Multicultural international environment