Our Values: Trust | Respect | Team spirit

Our secret: Our people who make the difference with their integrity and competences!

IT Call Center Agent (Service Desk, Level 1)| Full-time contract | Athens - GR

Your daily work routine will include:

• Perform incident management according to ITIL standards;
  
• Act as a single point of contact for all tickets regarding IT issues and bare the ownership from logging until resolution;
  
• Provide 1st line support-troubleshooting of IT related problems that could be potentially be rooted at any level (software, application, middleware, network, infrastructure etc.) in the IT toolchain;
  
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
  
• Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) timeframes, meeting or exceeding customer’s requirements and expectations;
  
• Manage effectively Incidents and Service Requests, ensuring information is captured in the Service Desk Incident Management System for future reference and analysis, in line with ITIL principles;
  
• Liaise with 2^nd level support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s. Send reminders to the assigned parties and follow up whenever necessary;
  
• Contribute in the update and maintenance of the knowledge base;
  
• Assist in training and development of internal resources and create relevant documentation for new issues;
  
• Maintain awareness of and familiarity with trends and new developments in relevant technologies;
  
• Respond to calls on rotating shifts covering 24x7.

• University degree in Information Technology or related field, with one year in a relevant position;
• 2+ years of experience with 1^st line of support in Computing devices: Desktop computers, laptops, tablets, smartphones, thin client,...;
• 2+ years of experience with 1^st line of support in Printing devices: Printers, label printers, multifunctional devices, scanners,…;
• 2+ years of experience with 1^st line of support in Sensing/displaying devices: Computer displays, other displays, monitors, projectors, scales, OCR equipment, sensors,…;
• 2+ years of experience with 1^st line of support in Scanning devices: label scanners, QR scanners, RFID scanners,…;
• 2+ years of experience with 1^st line of support in Spare parts and consumables;
• 2+ years of experience with 1^st line of support in Windows;
• 2+ years of experience with the usage of an ITSM tool e.g. ServiceNow;
• Technical documentation skills, strong analytical and problem solving skills;
• Excellent verbal and written communication skills in French and/or Dutch;
• Team spirit, strong analytical and problem-solving skills, adaptable and responsive to change, taking accountability for delivering results;
• Able to work in an international and multi-cultural environment;
• Fulfilled military obligations.