We are seeking a proactive and detail-oriented Service Desk Agent (2nd level) to join our IT support team. The role is primarily focused on providing 2nd level support to our client, managing service desk tickets, and liaising with development teams to ensure issues are resolved effectively. The ideal candidate has a solid foundation in service management, familiarity with agile methodologies, and a strong ability to communicate and collaborate with both technical and non-technical team members.
What You'll Do:
- 2nd Level Support: Address and resolve technical issues escalated from 1st level support, providing timely solutions and escalating to higher levels as necessary;
- Track, manage, and update tickets using service management tools (e.g., Jira, OTRS, ServiceNow) to ensure all incidents and requests are handled within SLA guidelines;
- Assist in maintaining and improving the ticketing process, utilizing ITIL and ITSM methodologies to enhance incident management and service delivery;
- Communicate effectively with development teams to report and follow up on issues, ensuring timely resolutions and updates for end-users;
- Produce clear and comprehensive meeting minutes, notes, incident reports, SLA statistics, and release planning schedules.
Requirements
- Experience with service management tools (e.g., Jira, OTRS, ServiceNow, or similar);
- Knowledge in ITIL, ITSM, and Incident Management;
- Prior involvement in IT projects within an Agile framework, with an understanding of continuous integration and deployment practices;
- Proficiency in producing documentation such as meeting minutes, incident reports, and SLA statistics, along with planning and scheduling releases;
- Excellent verbal and written communication skills, with experience in a collaborative team environment;
- Willingness and capability to work in a shift rotation to support end-user needs;
- Fluency in English.
Benefits
We believe in rewarding talent and dedication. Here's what you can expect as part of our team:
- Competitive full-time salary;
- Private Health Coverage on the Company’s group program;
- Flexible Working Hours;
- Top-of-the-Line Tools;
- Professional Development: Benefit from language courses, specialized training, and continuous learning opportunities;
- Career Growth: Work with some of the most innovative and exciting specialists in the industry;
- Dynamic Work Environment: Thrive in a setting that offers challenging goals, autonomy, and mentoring, fostering both personal and company growth.
If you want an exciting challenge, work with some of the coolest technologies, and enjoy your time doing it, then join us! Submit your detailed CV in English, quoting reference: (SDA/11/24).
You may also consider all our other open vacancies by visiting the career section of our website (www.eurodyn.com) and follow us on Twitter (@EURODYN_Careers) and LinkedIn.
EUROPEAN DYNAMICS (ED) (www.eurodyn.com) is a leading European Software, Information, and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Berlin, Stockholm, London, Nicosia, Valetta, Vienna, Den Haag, Hong Kong, etc.) The company employs over 1100 engineers, IT experts, and consultants (around 3% PhD, 41% MSc, and 54% BSc). We design and develop software applications using integrated, state-of-the-art technology. Our current IT projects have a value exceeding 300 million EURO. EUROPEAN DYNAMICS is a renowned supplier of IT services to European Union Institutions, international organizations, European Agencies, and national government Administrations in 40 countries and 4 continents.
As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, colour, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.
EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published at www.eurodyn.com/privacy. By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorize ED to process your personal data for the purposes of the company's recruitment opportunities, in line with the Policy.
