Company Description

We are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while being a key-player in the EU Institutions for the past 30 years. We hold an outstanding record of 500+ organizations in 70+ countries, that have chosen our solutions and services, to fulfil their business needs. Our team of 3500+ professionals is our driving force and our most valuable asset.

Job Description

Are you ready to discover the role of a Service Desk Specialist (Support and Trainer) in Netcompany-Intrasoft?

As a Service Desk Specialist (Support and Trainer), you will have the responsibility for effectively supporting and handling customer's issues and tickets, monitor customer's cases and delivering training to end users on relevant s/w applications within the health pillar.

In this role you will:

• Provide first level user support services (service desk)
• Operate as a first point of contact user support and ensure a high level of customer service and communication
• Support customer cases via email or phone
• Provide advice and operational support to all users on systems and applications
• Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
• Create, monitor and follow-up day-to-day customer's cases on Netcompany's ticketing/issue tracking system such as Atlassian's JIRA
• Commit to project's service-based SLAs by ensuring compliance to response and resolution times
• Act as 1st tier support resource and elevate technical cases to the 2nd tier support
• Create and update s/w applications user manuals and guides
• Deliver Business Applications training by preparing and updating the training material and providing on-the-job training, remote training, structured classroom training when needed by the customer.
• Travel to various locations across Greece (if needed)
• Be available on a stand-by basis outside of business hours, including weekends and national holidays, when required

Qualifications

What would make you a fit for the role:

• Higher Education Degree, preferably on IT sector
• Experience with ticketing/issue tracking systems such as Atlassian's JIRA or other ticketing tool
• Experience in being the liaison with other teams to identify issues and support issue resolution
• Excellent knowledge of MS Office suite
• Strong customer service orientation and analytical and problem-solving skills
• Good presentation skills

It would also be a plus if you match some of the following:

• Previous experience at least 2 years in a helpdesk or service desk position, preferably within the health and medical projects
• Familiarity with ITIL 4 processes (Incident, Problem, Change and Release Management).

Additional Information

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:

• The opportunity to work in a modern environment & in a hybrid working model
• A seamless onboarding experience and a buddy to support you on your first steps
• A competitive compensation & benefits package
• Health and life insurance program
• Meal and commuting allowance
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• A personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://netcompany.com/careers/greece/our-values/

#BePartOfSomethingGreat!

Please submit your CV in English. All applications will be treated as strictly confidential.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany-Intrasoft culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our our everyday working experience.