Operations Service Desk Specialist

Volton Hellenic Energy SA is a Greek company that is dynamically active and is rapidly increasing its capacity in the fields of Electricity Supply and Trading, Gas Energy Sector and in the field of Telecommunications (through Orizon).

By offering reliable services that meet the ever-growing energy needs of businesses and households, Volton aims to build solid and trustful relationships with its customers. The company's ambition is to become one of the most important companies in the industry and remain at the forefront of developments as the first multiservice provider combining Electricity, Natural Gas and Telecommunications.

As part of its development, Volton strengthens its human resources in Athens and seeks a Service Desk Specialist

The Operations Service Desk Specialist plays a critical role in ensuring the smooth operation of the company's internal processes by managing and resolving issues through the ticketing system. This role serves as the central point of contact for all internal departments, including Billing, CxP, IT, Marketing, Sales, and Regulatory, supporting the resolution of operational problems and the optimization of procedures. This role directly contributes to the company's mission by ensuring prompt and efficient handling of requests, fostering cross-departmental collaboration, and maintaining high standards of service quality. This position reports to the Service Desk Manager.

Responsibilities

• Effectively manage and support user requests and issues, aiming for quick resolution and improved user experience regarding the company's energy and mobile services
• Receive, log, and manage support requests, diagnose and resolve technical issues or escalate them to the appropriate teams
• Collaborate with cross-functional teams to prevent and address issues, and contribute to the documentation and improvement of support processes
• Create a well-organized and customer-centric support environment that ensures seamless service operation and enhances overall user and customer satisfaction for Volton
• Receive, log, and categorize requests and issues submitted through JIRA, related to energy and mobile services
• Investigate reported issues, identify root causes, and apply appropriate solutions to maintain smooth company operations
• Identify problems that require specialized intervention and escalate them to the appropriate teams (technical, legal, or regulatory), ensuring prompt and accurate resolution
• Monitor the progress of issue resolution and inform users about the status and resolution steps
• Ensure all procedures and practices followed during request management comply with the company's internal policies
• Document processes, common issues, and solutions in the knowledge base to improve efficiency and support automation
• Contribute to system and process improvement projects to support the company's digital transformation
• Collaborate with all departments to identify and resolve operational issues, aiming for continuous improvement of system performance and functionality
• Create and enter all necessary product and promotional service specifications into Salesforce and IEBS, and make them available to the sales and customer service departments to ensure immediate availability to the company's customers

Requirements

• Bachelor's degree in IT, Business Administration, or related field
• 2+ years of experience in service desk, operations, or IT support roles
• Good understanding of ticketing systems (e.g., JIRA) and service management frameworks
• Excellent organizational, analytical, and problem-solving skills
• Ability to collaborate effectively across departments
• Excellent communication with a service-oriented mindset
• Experience with Salesforce or similar platforms is a plus
• Fluent in Greek and English
• Proficiency in MS Office and familiarity with reporting tools

Benefits

• A competitive fixed salary package aligned with your experience and expectations
• Hybrid working model
• Private insurance, corporate benefits and perks
• Continuous training and professional development
• Excellent professional environment
• Modern and productive working facilities

Don't miss the chance to join a Great Place to Work-Certified Company that fosters a positive work environment, proudly recognized as a Best Workplace for Women 2025.

All applications will be treated with confidentiality. If your CV meets the requirements of the job, we will contact you by phone to schedule an appointment. Information about the company on our site