IT Service Desk Agent 24/7/365

Founded in 1999 in Vienna, the Qualysoft Group is a manufacturer-independent IT consulting and services company, which successfully provides support for its international customers with the aim of boosting their competitiveness and economic efficiency through innovative IT solutions.

Its focus is on financial services providers, telecommunications companies, the automotive industry and energy service providers. Over 400 employees in 6 subsidiaries work together to ensure state of the art solutions for our clients.

We are looking for new colleagues in Qualysoft teams for diverse projects providing continuous learning opportunities. Our common goal is to provide honesty, development and a stable background while getting to know the latest technologies. We are waiting for your application for the position below!

About the Role

We are looking for an IT Service Desk Agent to serve as the first point of contact for end users seeking IT support via phone and live chat. The role focuses on delivering high-quality technical support and customer service in a fast-paced, 24/7/365 environment

Responsibilities

• 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

Requirements

• Excellent customer service and problem-solving skills

• Strong communication skills and an empathetic, professional approach to customer interactions

• 2–5 years of relevant work experience in a complex, technology-driven, and fast-paced environment

• Previous experience in an IT technical support role is an advantage but not mandatory

• A bachelor's degree or higher, or ongoing studies towards 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

Working Environment

Continuous 24/7/365 IT support operations

Rotating shifts, including after-hours support when required

Why we think you will love working here:

With us you count as a person, our doors are always open.

We live the Qualysoft Team Spirit and stand for transparency!

Fresh wind and new ideas are welcome, because standstill is a foreign word at Qualysoft.