Job Summary: The Service Desk is responsible for managing service requests and incidents in a fully remote environment. The team collects, records, and resolves technical issues at Tier 1 level, escalating higher complexity incidents as needed. They also monitor the corporate ICT infrastructure. Duties and Responsibilities: - Manage support requests, incidents, and event-generated incidents in the ticketing system. - Analyze and resolve incidents according to established procedures. - Escalate incidents when necessary and implement measures to prevent reoccurrence. - Monitor ICT infrastructure using various monitoring tools. - Inform customers about outages, known errors, and resolution progress. Required Qualifications & Experience: - At least 2 years of experience supporting customers in a Service Desk environment. - Knowledge of ticketing tools and operational monitoring tools. - Experience in Incident and Request Management and escalation procedures. - Fluency in English (verbal and written).