IT ServiceDesk specialist. Vilnius, Lithuania / remote

We offer work in Digital Technologies department, acting as an central unit for managing strategic, innovation and IT projects. Avia Solutions Group Digital Technologies department provides services to subsidiary companies world-wide related to IT Governance & Management, IT Service Delivery, IT infrastructure services, workplace IT support and ServiceDesk, Enterprise Applications (Digital IT Solutions, ERP), Cybersecurity and Project Management (PMO). The IT Support Unit at Avia Solutions Group is a crucial component of the organization's technology infrastructure. IT Support Unit consist of IT Support and IT Service Desk (first line teams).

As IT Service Desk Specialist you will work in IT Service Desk team acting as single point of contact for all our services, fulfilling standard service requests, qualifying tickets and distributing them to other teams. IT support services being provided to 20+ subsidiaries (with more than 700 workplaces) having offices worldwide (Lithuania, UAE, Ireland, UK, Philippines and more).

Main functions and responsibilities:

• Receive and log all incidents and service requests, ensuring that they are accurately classified and prioritized. 
• Act as the first point of contact for all IT-related issues, providing first level support to end-users.
• Escalate incidents and service requests to the appropriate level of support, as necessary. 
• Conduct initial diagnosis and resolution of incidents and service requests, utilizing knowledge articles and standard operating procedures.
• Collaborate with other IT teams to ensure that incidents and service requests are resolved in a timely and efficient manner.

Requirements for the position:

• Preferred bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience in providing IT support and troubleshooting is an advantage. 
• Familiarity with various operating systems, including Windows and macOS. 
• Proficient in hardware and software troubleshooting. 
• Experience with help desk software and ticketing systems is an advantage. 
• Strong customer service orientation with a focus on user satisfaction. 
• Patience and the ability to handle user issues in a professional manner. 
• Ability to adapt to a fast-paced and changing IT environment. 
• Willingness to learn new technologies and tools. 
• Willingness to share knowledge and contribute to team success. 
• Strong documentation skills for recording issue resolutions and creating user guides.
  

• Highly ambitious and dynamic team, readily supporting and collaborating with colleagues in a multicultural environment.
• Exciting projects in one of the world’s most fascinating and innovative industries.
• Possibility to have a hybrid modal.
• Health insurance package in compliance with company policy.
• Brand new modern office with on-site bistro, office bar, free gym, pool and tennis tables, and chill spaces.
• Discounts and special offers from various partners.
• Office bar.
• Children’s room where you can leave your kids to play with supervision.
• Gym, pool tables for your physical health and Mindletic for mental health with 5 psychological consultations.
• Free parking or Public transport ticket.
• Electrical cars charging spots near the office.