ITT Service Desk Agent, Athens Headquarters

IT&T Service Desk Agent

We invite you to join our passionate team at Fraport Greece!

We are responsible for operating, managing, and upgrading 14 regional airports in the most attractive destinations in Greece!

If you feel fit the role's requirements, apply for the IT&T Service Desk Agent. The ideal candidate will promptly and effectively support end users of the IT&T services, addressing inquiries and issues that may arise.

The role is located in our premises at Marousi, Athens.

What will you be doing?

• Act as the first point of contact of the IT&T Service Desk for all end users, providing technical support on-site and remotely.
• Register tickets in the ITSM platform on incidents, service requests/queries and technical issues, ensuring the timely resolution within the respective Service Level Agreements (SLAs) and to the customers' satisfaction.
• Implement the tickets' resolution such as de-installation, installation, configuration and commissioning of equipment, software updates and replacement of parts, consumables, etc. according to the manufacturer's and IT&T guidelines.
• Engage the Second Level Support personnel and the provider/manufacturer of the IT&T systems or perform escalation actions based on IT&T operational procedures, if required.
• Monitor IT&T systems and infrastructure availability through the corporate monitoring tool.
• Receive, safe keep and record IT&T hardware assets.
• Install/Move/Add/Change/Dispose (IMACD) of IT&T assets.
• Dispatch critical notifications to users and customers.
• Maintain and update IT&T knowledge base.
• Prepare activity ad hoc or standard reports.