Service Desk Agent [Greece]

 

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With more than 20 years of proven experience, QUALCO is a leading Fintech solutions provider, offering a wide range of analytics-driven, highly scalable enterprise software solutions in over 35 countries worldwide. Our end-to-end technology solutions cover a wide range of needs for Banking, Financial Services, Utilities, Insurance, Retail organisations, and beyond.
We are looking for a Service Desk Agent to join our Group ITS team in Athens. Reporting to the Service Team Leader, working closely with internal teams, the role is required to:

• Act as a single point of contact for phone calls, emails and tickets from end users regarding IT issues and queries;
• Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible;
• Provide first line technical support to end users Review and approve changes to the Incident Management process;
• Assign unresolved Incidents to appropriate Tier 2 Support Group;
• Keep users informed about their ticket status and agreed actions;
• Log all Incident/Service Request details, allocating categorization and prioritization codes;
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.);
• Provide first-line investigation and diagnosis of all Incidents and Service Requests;
• Verify resolution with users and resolve Incidents in ticketing tool;
• Escalate Major Incidents to Service Desk Analyst;
• Provide 1st line support to end users (via application consoles, Remote Assistance and on-site) related to computer systems, software, hardware and Mobile devices;
• Properly escalates unresolved queries to the next level of support.

Requirements:

• Bachelor’s degree preferred;
• 2 years previous IT Service Desk experience required;
• Strong knowledge of Microsoft Active Directory, Microsoft Exchange Server Management, Microsoft Windows – Servers, Mac OS;
• Experience using of Microsoft Office products (e.g., MS WORD, EXCEL, PowerPoint, Outlook);
• Good understanding of computer systems, mobile devices and other tech products;
• Proven ability to collect, examine, and analyze data from a variety of sources and offer solutions;
• Excellent interpersonal skills, including working with staff to explain and resolve difficult technical situations;
• Excellent oral and written communication skills, including high proficiency in the English language;
• Ability to work under pressure and recognize the importance of teamwork in the support environment;
• ITIL qualification is preferable but not essential.

Benefits:
On top of a challenging work environment, we are offering:
Competitive compensation, ticket restaurant card, and annual bonus programs
Cutting-edge IT equipment, mobile, and data plan
Modern facilities, free coffee and beverages, and indoor parking
‍ Private health insurance, onsite occupational doctor, and workplace counselor
️ Flexible working model, hybrid/remote benefits & home equipment benefits
‍ ️ Onsite gym, wellness facilities, and ping pong room
Career and talent development tools
Mentoring, coaching, personalized annual learning and development plan
Employee referral bonus, regular wellbeing, ESG, and volunteering activities
Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.
Disclaimer: Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.

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