Service Desk Agent

Volue is a market leader in technologies and services that power the energy value chain. Around 700 employees work with more than 820 customers in the energy sector. At Volue, we are shaping the future of energy and power grid. To support our growing customer base, we are looking for Service Desk Agents (1st Line) to join our team in Gdańsk. As a Service Desk Agent, you will be part of our Technical Service Desk, delivering high-quality technical support and service coordination to customers. Our Service Desk operates 24/7 through an 8-week rotating shift schedule, ensuring uninterrupted coverage and effective incident handling. In this role, you will be the first point of contact for technical issues, resolving problems at first contact whenever possible, and ensuring smooth routing of more complex cases to the right teams. Success in this position means providing excellent customer service, accurate incident management, and contributing to customer satisfaction while supporting the reliable delivery of our digital services. What you will be doing to make a difference: Act as first-line support: receive, log, and categorize technical requests via phone, email, or ticketing system Troubleshoot and resolve common issues, including user access requests, login problems, and SaaS-related performance issues Perform basic checks in hosted environments and ensure SLA compliance Escalate complex cases to 2nd/3rd line support or product-specific teams Keep customers updated with timely communication and follow-ups until resolution Maintain and update knowledge base articles and troubleshooting guides Collaborate closely with internal teams to ensure smooth ticket handling and resolution Proactively monitor systems for incidents or outages and initiate response protocols What you need to succeed: Education & Experience Technical education in IT, or equivalent practical experience Experience from a Service Desk, IT support, or customer service role preferred Familiarity with SaaS environments, authentication processes, and hosted/server basics (Windows/Linux, networking) Knowledge of service desk systems (e.g., Freshservice, ServiceNow, Jira Service Management) Fluency in English, both written and spoken (other languages are an advantage) Personal Skills Strong technical aptitude with structured problem-solving skills Excellent communication and interpersonal abilities with a customer-first mindset Professional and composed under pressure, able to work independently and as part of a team Adaptable, eager to learn, and willing to adopt new technologies and processes Reasons to join Volue team and what we offer: Be part of a growing international company at the forefront of the energy transition Work in a collaborative environment with skilled colleagues across Europe Gain exposure to modern SaaS platforms and cutting-edge technology Enjoy opportunities for professional development and career growth In Volue, we cherish each employee's competence, ideas and personality. Let your skills and talent be a part of our team – and let us leave our mark on the world together Company Culture In Volue, we believe that in order to be a successful company, we need to bring everyone to the table. We look at diversity as a competitive advantage. A diverse workforce enables better decision-making and creates more value. By inclusion, we refer to the sense of belonging and being part of a community at work. We want the people of Volue to feel welcome, valued and not least encouraged to bring their whole, unique selves to work. Volue is about people. From staff to client, people are at the center of all our operations, and we always strive for a flat structure where everyone feels included, appreciated and recognized for their individual efforts. Or as we call it "ONE Volue". We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background or religious beliefs.