ITServiceDeskSupportSpecialist

**Job Description & Summary** We’re a team that transforms vision into tech-enabled reality. We look for those who see technology not just as tools or platforms, but as the invisible infrastructure behind strategy, performance, and growth. We turn bold ideas into scalable, secure, and human-centered solutions. **SHAPING TOMORROW ** Make a real impact, today, and tomorrow, through work that matters. Here, you will tackle today’s toughest challenges with a future-focused mindset; so our clients turn to us first when it matters most. **Make a real impact ** In this dynamic environment, we are looking for an ambitious and self-driven IT Service Desk Support Specialist to join our IT Operations team in Athens. The IT Service Desk Support Specialist plays a critical role in delivering high‑quality IT support services and ensuring an excellent end‑user experience. Operating with a high level of autonomy, the role is responsible for managing incidents and service requests end‑to‑end, applying sound technical judgement, and contributing to the continuous improvement of IT service delivery. You will act as a trusted point of contact for business users, supporting daily operations while helping to elevate service quality, knowledge maturity, and user satisfaction across the organization. * Provide senior technical guidance to analysts on complex incidents and service requests, ensuring accurate logging, prioritization, troubleshooting, escalation, resolution, and closure * Apply strong escalation judgement, engaging specialist or Level 2 teams when required, and ensuring smooth handovers * Identify recurring issues and contribute to problem management activities and service improvement initiatives * Ensure high data quality within the ITSM tool, documentation, and resolution notes to support reporting and service insights * Provide hands-on technical mentorship - sit with analysts on complex tickets, walk through diagnostic methodology, review resolution approaches, and teach