Jr. Service Desk Agent

About the role

Join Percona’s Service Desk team as a Junior Service Desk Agent and become the first point of contact for staff needing technical assistance. You will work within documented incident and request processes, ensuring policies are followed while supporting a small, high‑impact team.

Key responsibilities

• Handle the Service Desk ticket queue, chat and calls during shift hours, providing first‑level support and triage.
• Redirect unresolved issues to appropriate higher‑level teams such as IT Operations, Security Operations, Compliance, Privacy & Legal.
• Maintain up‑to‑date ticket information and communicate status to end‑users.
• Assist with staff onboarding and off‑boarding, including equipment provisioning and access management.
• Create and maintain documentation and training materials to enable self‑service for staff.
• Support compliance initiatives by communicating policy updates and helping staff complete mandatory trainings.

Required profile

• Junior‑level candidate with a strong customer‑service mindset.
• Ability to prioritize tickets, communicate clearly and work collaboratively with cross‑functional teams.
• Eagerness to learn from senior technicians and improve support processes.

Required skills