Senior Service Desk Agent

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Senior Service Desk Agent | Quality & Reliability (QnR), the parent company of QnR Group

Role overview

We are looking for a Senior Service Desk Agent to join Quality & Reliability (QnR) and support the ICT services of a European organization in the field of fusion energy. You will provide first-line support to end users, support the day-to-day operations of the ICT department and bring solid hands-on experience to the service desk team.

About QnR Group

QnR Group is a technology group with 35 years of experience, 8 companies, 4 delivery centers and 210+ professionals across Greece, Belgium, Cyprus and Poland. Listed on the Athens Stock Exchange since 2000, we deliver mission-critical digital transformation projects for the public and private sector. The Group’s capabilities cover software engineering, enterprise and generative AI, cybersecurity, cloud infrastructure, SAP and ServiceNow solutions, core banking and maritime intelligence.

About the opportunity

QnR Group is part of a consortium that has been awarded a framework contract to provide ICT support services to a European organization in the field of fusion energy. The services cover end-user support, workplace and platform management, IT infrastructure and security, application administration and IT governance.

Location: Barcelona (Spain), Cadarache (France) or Garching, near Munich (Germany).

Working hours: standard 40-hour week, Monday to Friday between 07:00 and 20:00, in line with the client’s calendar. Occasional work outside normal hours may be requested.

Good to know: all work and documentation are in English, and a security clearance and a confidentiality agreement may be required.

What you'll work on:

• Providing first-line ICT Service Desk support to end users
• Supporting the user workplace: desktops, laptops, printers and other peripherals, including software installation and configuration
• Providing application support
• Supporting the day-to-day operations of the ICT department
• Supporting users on new IT technologies introduced during the contract

What you bring:

• A secondary education diploma
• At least 5+ years of experience in ICT service desk and end-user support
• Knowledge of Microsoft Windows 11 and of hardware (desktops, laptops, printers)
• Experience in configuring, administering and supporting desktops, laptops, printers and other shared resources in a network environment
• Experience in user administration, including creating, maintaining and updating platform images, with attention to security and confidentiality
• Good organizational and problem-solving skills, a service-oriented attitude, and the ability to prioritize, deliver on time to agreed standards and work both autonomously and in a team
• Good command of written and spoken English

Nice to have:

• Experience with Microsoft 365, Microsoft Teams and Microsoft Intune or SCCM