IT Support Analyst (2nd Line) - Remote

Overview

The IT Support Analyst (2nd Line) role is a vital customer-facing position at Smartdesc, where you will provide excellent IT support and build strong relationships with clients through effective communication.

In Short

• Provide 2nd line IT support to clients.
• Resolve IT issues and malfunctions.
• Assist with projects and migrations.
• Create documentation and guides.
• Work closely with the UK and Greece offices.
• Manage and prioritize service desk tickets.
• Communicate effectively with clients.
• Work under KPIs and SLAs.
• Participate in team knowledge sharing.
• Contribute to IT improvements and recommendations.

Requirements

• Minimum two years’ experience in a similar role.
• Proficient in verbal and written English.
• Ability to follow defined processes.
• Strong customer service skills.
• Experience with IT Service Management systems.
• Ability to explain technical concepts clearly.
• Positive attitude and problem-solving skills.
• Ability to manage time effectively under pressure.
• Experience in the non-profit sector is a plus.

Benefits

• Training and development opportunities.
• Work in a supportive team environment.
• High degree of autonomy in the role.
• Career progression opportunities.
• Competitive salary and retention rates.
• Work with cutting-edge technologies.
• Participate in a flat management structure.
• Contribute to a positive company culture.
• Join a growing and dynamic organization.