Customer Service Desk Analyst

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.

At QUALCO, we empower the financial world with innovative technology. As a
Service Desk Analyst
, you will be part of our Client Support team in Athens and you'll play a crucial part in ensuring that client requests are actioned and serviced accurately, in line with agreed business processes and service standards, and to the client's satisfaction.

A Day in the Life of a Service Desk Analyst at Qualco will include:

• Provide 1st level support to clients;
• Pick up Service Desk tickets & phone calls to ensure SLA's are met, analyze, log and track issues and tickets;
• Manage all tickets close to the satisfaction of the client;
• Proactively pick up issues to ensure minimum service disruption for the client;
• Communicate effectively with clients and internally at all levels;
• Communicate technical details in a plain, clear and simple way;
• Manage client access to the online customer support interface;
• Keep accurate records of communication with clients, within the company customer support database;
• Build strong business relationships with key system users/admins on the client side;
• Track, monitor and report customer issues while providing periodic updates both to clients and internally in a timely manner;
• Ensure compliance with internal procedures, best practices, participate in process improvement;
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements

To be considered you should have:

• 2+ years of experience in similar role (Support Help Desk or Technical Support) in IT or Software industries;
• Understanding of S/W development lifecycle, QA processes, IT change management, issue and problem management;
• Working experience in Banking industry is much appreciated;
• Technical Expertise would be high appreciated;
• University degree in Engineering, Finance or relevant field of study. Post graduate degree desirable but not essential;
• Project Management, strong communication and interpersonal skills, problem-solving ability connecting technology and business issues;
• Experience in working in cross-functional, multinational teams in a fast-paced and dynamic environment;
• A firm command of the English language and excellent oral and written communication skills; and
• Advanced knowledge of Microsoft Office applications.

Benefits

Your Life @ Qualco
This role is a hybrid opportunity in Athens.

As a #Qmember, you will live out every day in a truly human-centered culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognized, and there will be great opportunities to ensure your career growth.  

Find out more about

Join the #Qteam and enjoy:

Competitive compensation, ticket restaurant card, and annual bonus programs.

Cutting-edge IT equipment, mobile, and data plan.

Modern facilities, free coffee, beverages, and indoor parking.

Private health insurance, onsite occupational doctor, and workplace counselor.

Flexible working model.

Onsite gym, wellness facilities, and ping pong room.

Career and talent development tools.

Mentoring, coaching, personalised annual learning, and development plan.

Employee referral bonus, regular wellbeing, ESG, and volunteering activities. 

At QUALCO, we value diversity and inclusivity. 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.