Service Desk Agent

Talent Quanta is a specialised recruitment and talent solutions firm supporting leading organisations across Europe in delivering high-impact technology and innovation projects.  

For this assignment, we are seeking a Service Desk Agent who will work remotely to provide expert services. The selected professional will operate within a structured and collaborative environment, contributing to strategic IT and digital initiatives for prominent industry stakeholders.  

Our consultants are typically integrated into client teams and work closely with key business and technical counterparts, ensuring operational excellence, technical robustness, and long-term value creation.  

At Talent Quanta, we combine deep market expertise with a rigorous selection methodology to match highly qualified professionals with complex, mission-critical environments. We act as a trusted partner to both our clients and our experts, fostering sustainable and performance-driven collaborations.

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Key Responsibilities

• User guidance and support (by video/chat/phone sessions or emails) regarding the use of systems and tools;

• Categorize and prioritize incoming tickets and users’ requests, escalate where needed;

• Follow-up of related incidents, of any user’s requests and bug reports;

• Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base;

• Coordination of support teams, IS Service management and coordination with the project teams;

• Mastering of information sites and maintenance of the department's knowledge base;

• Follow-up of service quality in the context of incident, problem and impediment management;

• Management and follow-up of user requests;

• Conception and organisation of user documentation for information systems and/or Service support procedures;

• Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution;

• Analysis, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution.

Required Expertise

• Bachelor’s degree in IT combined with relevant IT professional experience of 5 years;

• Proven knowledge in end user assistance and support of information systems;

• Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana);

• Good knowledge of ITIL;

• Knowledge of wiki, collaborative sites and social networks;

• Knowledge of the office automation tools used in the contracting authority (MS-Office, Microsoft Teams);

• Certification of ITIL foundation;

• Experience with SAP, and Oracle is considered an asset;

• Excellent command of the English language.