Protera Technologies is looking to recruit English speaking resources for its 24 x 7 x 365 service center operation.
Ιnfo Role : IT Service Desk Analyst Location : Holargos Reference : SDA
Protera Technologies (www.protera.com) is an SAP Certified, Global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s.
Our mission is to maximize our clients' return on their SAP software investment, by delivering the highest quality and most cost-effective on cloud, demand hosting, applications management, and professional services solutions.
Protera designs and deploys scalable architectures built using world-class infrastructure. Our services focus on total customer satisfaction with dedicated points of contact and experts that know our customers environments in depth.
Skills and qualifications
Excellent communication skills verbal & written in English. To be able to communicate with IT teams and departments, end users and internal customers
Possess keen attention to detail
Experience in Service Desk role desirable
Exceptional record keeping skills
Willing to commit and grow
Nice to Have
Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
Strong analytical skills
SAP familiarity desirable
Linux basic knowledge
SAP / ERP basic understanding
SQL / DB administration / understanding
University Degree or Technical / Vocational Certification in Computing, Electronics or related IT field
Good understanding of ITSM tools and ITIL best practices
Technical background in areas such as Networking or System Administration, Databases or Application technical support desirable
Additional foreign languages (Spanish, French, German) will be considered a plus
To restore normal service operation as quickly as possible and minimize the adverse impact on business operations (own incident Management)
Effectively manage the full lifecycle of incidents and service requests received from internal and external customers based on Classification & Prioritization through our ticketing system
Coordinate incident investigation and analysis : escalate to appropriate L1, L2 & L3 support teams in order to diagnose an incident and restore it
Coordinate incident closure : verify successful resolution of an incident with internal stakeholders and with Customer and report on it
Adhere to all policies and procedures of the Service Desk which operates 24 / 7 (shift work)
Reporting and presentation tasks on a weekly / monthly basis
A creative, dynamic global environment
Continuous training and opportunity for career development using cutting edge cloud technology
IMPORTANT NOTES :
1) You are kindly requested to submit your CV in English only.
2) To be sure you successfully receive all emails from us during the application process, please add the domain "" as a contact in your email application (Gmail, Yahoo, Outlook etc.).