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