Key Duties/Responsibilities: 

• Receive and log incoming service requests and incidents via phone, email, and ticketing system.
• Provide first-level technical support and resolve Level 1 requests.
• Guide users through platform features, ensuring they can use the software effectively.
• Escalate unresolved issues to higher-level support teams in line with escalation procedures.
• Accurately update the internal ticketing system and maintain up-to-date records in the inventory system.
• Track, monitor, and close tickets within agreed service levels.
• Prepare and deliver regular reports on ticket volumes, response times, and KPIs.
• Demonstrate strong customer service skills, ensuring positive interactions with end-users.
• Apply diagnostic and problem-solving skills to resolve user issues efficiently.
• Identify recurring issues and work with the team to create solutions or enhance documentation to reduce support volume.
• Work in alignment with ITIL principles and best practices to support service management processes.
• Collaborate with colleagues and contribute to process improvement initiatives.

Key Skills/Experience: 

• University degree in Computer Science, Information Technology, or a related field.
• Proven experience in a Customer Service or IT support role (Helpdesk/Service Desk experience preferred).
• Good understanding of ITIL concepts (related certification is a plus).
• Strong communication skills in English and Greek, in both verbal and written.
• Excellent problem-solving and troubleshooting abilities.
• Proficiency with ticketing systems and basic reporting tools.
• Ability to work under pressure and keep track of KPIs and SLAs.
• Strong organizational and time-management skills.

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