Service Desk Agent

5 days ago

Athens, Attica, Greece Uni Systems Full time

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Desk Agent to join our UniQue team in Athens

What will you be bringing to the team?

As a Level 1 Service Desk Agent, you will be the first point of contact for technical support. Your primary responsibility will be to provide prompt and efficient assistance to end-users over the phone, resolving basic technical issues and escalating complex problems as needed.

  • Provide timely technical assistance to end-users via phone or ticketing system.
  • Utilize ITIL best practices for incident management and problem resolution.
  • Logging all relevant incident and service requests details and allocating categorization and prioritization
  • Providing first-line investigation and diagnosis
  • Resolving incidents and service requests whenever possible
  • Escalating incidents and service requests to 2nd level support teams (systems, network and content collaboration)
  • Keeping users informed of progress
  • Closing all resolved requests
  • Updating the Knowledge Base

Requirements

What do you need to succeed in this position?

  • Bachelor's degree or equivalent 3 years of higher education in a relevant field.
  • Minimum of 6 years of professional experience in IT support or a related role.
  • Proficiency in end-user support and information systems assistance.
  • Strong knowledge of ITIL principles and practices.
  • Familiarity with Jira and Confluence.
  • Proficiency in using wiki platforms, collaborative sites, and social networks for documentation and knowledge sharing.
  • Excellent communication and writing skills, with the ability to convey technical information clearly and concisely in English.
  • Exceptional customer service skills with a focus on delivering a positive user experience.
  • Ability to work in a multicultural environment and collaborate effectively in a team.
  • Experience with office automation tools, particularly MS Office suite.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation, or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.

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