IT Service Desk Support Specialist

About the role

We are looking for an ambitious, self‑driven IT Service Desk Support Specialist to join our IT Operations team in Athens on a one‑year fixed‑term contract. You will act as a trusted point of contact for business users, delivering high‑quality IT support and ensuring an excellent end‑user experience.

Key responsibilities

• Provide senior technical guidance on complex incidents and service requests.
• Apply strong escalation judgement and coordinate with Level 2 or specialist teams.
• Identify recurring issues and contribute to problem‑management and service‑improvement initiatives.
• Maintain high data quality in the ITSM tool, documentation, and resolution notes.
• Mentor analysts on diagnostic methodology and escalation practices.
• Act as senior escalation point for ambiguous cases before specialist hand‑over.
• Create and improve knowledge‑base articles, SOPs, and support documentation.
• Support workplace technologies including end‑user devices, identity & access management, and Microsoft 365 collaboration platforms.
• Assist with IT initiatives such as rollouts, upgrades, and pilot programs.
• Support Service Desk operational controls (on‑boarding/off‑boarding, asset validation, CMDB accuracy).
• Identify AI, automation, and self‑service opportunities to reduce repetitive workload.

Required profile

• Degree in IT, Computer Science, or a related field.
• Ambitious, self‑driven and able to work autonomously.
• Strong technical judgement and problem‑solving abilities.
• Excellent communication skills and a customer‑focused mindset.

Required skills

• Microsoft 365
• IT Service Management (ITSM) tools (e.g., ServiceNow)
• Windows operating systems
• Identity and Access Management