Application Support Agent

Netcompany

Patras, Greece

Job Description

Are you ready to discover the role of an Application Support Agent in Netcompany?

Joining us as an Application Support Agent, you will have the opportunity to be a part of our highly skilled agile consultants teams working within large-scale transformation projects, that impact the life of millions of EU citizens. You will be involved in the handling of tickets at 1st level support for the European Commission.

As an Application Support Agent you will:

Receive incidents/requests via the ticketing system;
Contact/respond to the end users via the ticketing system;
Forward incidents/requests to other support services via the ticketing system;
Assess the priority of the tickets, according to internal procedures;
Manage and follow-up of registered incidents;
Create tickets, ensuring full traceability (logical link, reference) between the ticketing systems;
Communicate effectively with users and stakeholders;
Provide services to all stakeholders according to ITIL best practices;
Improve documentation and creating FAQs based on received calls;
Respond to SLAs.

Qualifications

What would make you a fit for the role:

University degree/Vocational Training Institute (IEK) diploma in Information Technology;
Good knowledge of English language;
Understanding of ITIL support processes - ITIL Foundation Certification is a plus;
Experience with Ticketing Systems;
Basic experience/knowledge of Database Administration;
Communication skills;
Interaction skills - Customer service oriented;
Team spirit;
Able to work in multi-cultural environment;
Able to work according to processes and procedures.