Service Desk Agent

About the role

As a Service Desk Agent at Netcompany, you will provide first and second line Digital Workplace support to end users across multiple communication channels, ensuring smooth operation of their IT environment.

Key responsibilities

• Deliver first and second line support for Windows 10 workstations, Microsoft 365, and common workplace tools.
• Handle user interactions via phone, ticketing system, chat, email, and messaging platforms.
• Log, categorize, and prioritize incidents and service requests following established procedures.
• Monitor and follow up on incidents to guarantee timely resolution and customer satisfaction.
• Escalate complex technical issues to appropriate support teams while maintaining clear communication with users.

Required profile

• Minimum 6 years of experience in an IT Service Desk or User Support role, including second‑line support.
• Strong expertise in Windows 10+ workstation support and Microsoft 365/Office applications.
• Good knowledge of Active Directory, basic Windows/Linux server concepts, networking fundamentals, backup/restore, antivirus, patching and software deployment.
• Excellent communication skills in English and French, both spoken and written.
• ITIL certification is required; additional certifications such as MCSA, Modern Desktop Administrator, or Google IT Support are a plus.

Required skills

• Windows 10+
• Microsoft 365 / Office applications
• Active Directory
• Windows server concepts
• Linux server basics
• Networking fundamentals
• Backup and restore procedures
• Antivirus and patch management
• Software deployment tools
• ITIL certification

What we offer

• Modern work environment with hybrid working model
• Competitive compensation and benefits package
• Hospitalization plan
• Meal allowance and mobility or commuting budget
• Well‑being activities on‑site
• Continuous learning opportunities (unlimited Udemy access, ad‑hoc trainings)
• Personalized development plan for career growth