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Service Desk Agent

Sofia, Bulgaria

Key Responsibilities:

  • 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.

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.

Sands Digital Services will handle your data in accordance with our Privacy Notice which can be found here.

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