IT Helpdesk Support Officer

Summary

Join Smartdesc as a 2nd Line IT Support Officer in Katerini, Greece, providing remote service desk support to London-based clients in the non-profit sector. You will resolve IT issues, assist with projects and migrations, and create documentation. This customer-facing role requires strong communication and technical skills, working closely with colleagues in Greece and the UK. Smartdesc emphasizes proactive service delivery and continuous improvement. The role offers a competitive salary and significant professional development opportunities.

Requirements

• A minimum of two years’ experience in a similar role
• Proficient in Verbal and written English
• Experience working as part of a busy team and keeping a constant dialogue flowing
• Able to follow defined processes such as Change Management & Knowledge Management
• A commitment to knowledge sharing and clear, detailed documentation
• Can work to strict SLAs, project plans and KPIs
• Experience working on a Service Desk to KPIs and SLAs
• Used to IT Service Management systems to log tickets, communicate with customers and track all of their time

Responsibilities

• Resolve IT issues and malfunctions
• Assist with Projects & Migrations
• Creating documentation and guides
• Work with your colleagues to help deliver IT improvements and recommendations throughout our clients
• Take ownership of issues & requests and see it through to resolution or escalation if required
• Keep clients updated either through written or verbal updates
• Work closely with our Greece office and UK colleagues, as well as our Professional Services team who deliver projects and change requests, and our IT Security team, who focus on ensuring clients data and networks are secure

Preferred Qualifications

• Experience working for the non-profit sector
• Welcoming, personable, articulate, literate, conscientious
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help and discuss ideas and techniques openly and honestly, to build trust with colleagues and customers
• The ability to explain technical concepts in lay terms without being patronising
• The ability to multi-task and manage time under pressure
• Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations

Benefits

• Structured Professional Development Plans
• Access to market leading e-Learning and certifications
• Monthly protected learning time
• Paid-for certifications to support your development
• Ability to work from anywhere with an internet connection