Location: Sofia, Bulgaria Departments: Broadcast and Information Technologies

Job Overview

We are looking for a customer-focused and tech-savvy Service Desk Agent to join our IT support team in Sofia. As the first point of contact for technical assistance, you’ll play a key role in ensuring smooth day-to-day operations by resolving user issues and maintaining high service standards.

The ideal candidate will have hands-on experience in IT support, strong communication skills, and a passion for helping others solve technical problems efficiently.

Your Role:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Escalate unresolved issues to higher-level support teams as necessary.
• Log all incidents and service requests accurately in the ticketing system.
• Follow up with users to ensure issues are resolved and provide updates on progress.
• Maintain knowledge base articles and documentation for common issues and solutions.
• Support onboarding and offboarding processes, including account setup and equipment provisioning.
• Adhere to service level agreements (SLAs) and performance metrics.

Required Skills and Qualifications:

• Proven experience in a service desk or IT support role.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, and common enterprise applications.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Strong problem-solving and analytical abilities.
• Customer-oriented mindset with a focus on delivering high-quality support.

Preferred Qualifications:

• ITIL Foundation certification or equivalent.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Basic understanding of networking concepts (DNS, DHCP, VPN).
• Knowledge of remote support tools and techniques.

Perks & Benefits:

• Social perks, including a Multisport card and premium private health insurance.
• A welcoming and inclusive workplace.
• Free coffee, tea, fruits, lunch, and access to fully equipped kitchens.
• Referral bonuses for bringing great talent on board.

About Us:

At Sands Digital Services, we’re all about redefining live entertainment with unique play experiences. Our mission? Deliver exciting content, shape the future of gaming, and be a beacon of innovation. We push boundaries to bring the thrill of gaming to players worldwide. Our in-house team handles everything from ideas to game design and software development, creating products for all player types, including localized solutions.

We value our employees' well-being, love open communication, encourage collaboration, and support continuous learning. We’re building a culture where everyone feels valued, motivated, and inspired. Join us at Sands Digital Services and help us set new standards of excellence in live entertainment.