Service Desk Agent

COSMOTE Global Solutions is looking for a dedicated Service Desk Agent to join our dynamic team. The Service Desk Agent will play a crucial role in providing exceptional technical support to our customers and ensuring efficient operations.

Responsibilities:

• Monitor the inventory of security equipment.
• Management and monitoring of preventive and corrective maintenance in Optimus.
• Entry of preventive maintenance reports into Optimus.
• Encoding of security installation projects for EC buildings in Brussels and entry of new equipment following a project. Creation of identification stickers and assisting in their placement.
• Monitor in Optimus the inventory of security equipment. Assist on the physical verification of the stock.
• When new equipment is delivered, assist in receiving it and creating it in Optimus.
• Following a building abandonment, decommission the respective equipment and supervise the management of recovered (returned to stock), discarded, or abandoned equipment.
• On-site visits following intervention requests, if necessary.
• Verification of As-Built files, which contain the type and the place of the newly installed security equipment – informing project managers of any issues.
• Provide the necessary assistance and advice for the corrective and preventive maintenance of technical security equipment, whenever necessary.
• Contribute to the tasks of the Sector and cooperate with the rest of the staff for all the Optimus-related tasks and activities.
• Provide the necessary data and feedback extracted by Optimus, as requested, such as statistical data related to certain malfunctions, financial data, working hours needed for certain type of maintenance.
• Participate in respective meetings, in relation to his/her duties.
• Ensure relations and cooperate closely with the technical security maintenance staff and contractors in issues related to Optimus.
• Create in Optimus CMMS new zones, buildings and areas and manage them accordingly.
• Act and operate as the Optimus expert, fully exploiting and taking advantage of all the capabilities of the respective software, also providing support to other colleagues who operate Optimus. In that regard, s/he will have to work closely with the IT sector of the Technical Security Unit, along with the respective company who provided the respective software.

Requirements

• Bachelor's degree in Information Technology or related field.
• Proven experience as a Service Desk Agent or similar role in IT support.
• Knowledge of the office automation tools used in the contracting authority (MS-Office).
• Knowledge and administration of infrastructure maintenance management systems and tools
• Good experience with maintenance and project management procedures
• Ability to participate in bi-lingual meetings
• Capability of working in an international/multi-cultural environment, rapid self-starting capability and experience in working in a team, understanding the needs, objectives and
• constraints of those in other disciplines and functions