#definesafety

 

info Role: IT Service Desk Analyst Location: Holargos Reference: SDA

 

About Protera Technologies (www.protera.com) is a global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s. Our mission is to maximize our clients’ return on their SAP software investment, by delivering the highest quality and most cost-effective on cloud, demand hosting, applications management, and professional services solutions. Protera designs and deploys scalable architectures built using world-class infrastructure.  Our services focus on total customer satisfaction with dedicated points of contact and experts that know our customers environments in depth.

 

Skills and qualifications
  •   University Degree or Technical/Vocational Certification in Computing, Electronics or related IT field
  •  Excellent communication skills (verbal & written in English & Greek) including the ability to explain technical instructions / details to non-technical users
  •  Good understanding of ITSM tools and ITIL best practices
  •  Technical background in areas such as Networking, System Administration, Databases, System Analysis
  •  Possess keen attention to detail
  •  Customer-centric
  •  Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
  •  Strong analytical skills
  •  SAP familiarity desirable
  •  Experience in Service Desk role desirable
  •  Decisiveness
  •  Multitasking
  •  Exceptional record keeping skills
  • Team player

 

Duties
  •  Effectively manage the full lifecycle of incidents and service requests received from internal and external customers based on Classification & Prioritization
  • Coordinate incident investigation and analysis: escalate to appropriate L1, L2 & L3 support teams in order to diagnose an incident and restore it
  •  Coordinate the resolution and recovery process: follow up as required and inform key stakeholders on resolution progress (Networking, Server Administration, Virtualization and Application Management)
  •  Coordinate incident closure: verify successful resolution of an incident with internal stakeholders and with Customer and report on it
  •  Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)

 

We offer
  •  A creative, dynamic and international environment
  •  Continuous learning and training with emphasis in Cloud Computing
  •  Opportunities for career development
  •  Extremely competitive compensation package based on qualifications and experience

 

Kindly requested to send your CV at s.tuite@protera.com and n.ioannides@protera.com along with reference code.

#definesafety