IT Support Analyst

IT Support Analyst (2nd Line) Location: Katerini, Greece
Salary Range: €19,500 – €24,500 Gross Salary (up to €1306 take home x 14-months)

The 2nd Line engineer role is an extremely important Customer-facing role at Smartdesc. You will represent the business through daily telephone and video communication with clients and will develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service.

You will be responsible for remote service desk support services to our London based clients:

• Resolving IT issues and malfunctions
• Assistance with Projects & Migrations
• Creating documentation and guides

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service – setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.

The 2nd Line engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.

The role will work closely with our Greece office and UK colleagues, as well as our Professional Services team who deliver projects and change requests, and our IT Security team, who focus on ensuring clients data and networks are secure.

Smartdesc engineers stay in contact via VoIP handsets, Teams telephony, and Microsoft Teams, with the ability to work from anywhere with an internet connection. The successful candidate will have experience working on a Service Desk to KPIs and SLAs and will be used to IT Service Management systems to log tickets, communicate with customers and track all of their time.

Experience and Non-Technical Skills

• A minimum of two years’ experience in a similar role
• Proficient in Verbal and written English
• Experience working as part of a busy team and keeping a constant dialogue flowing
• Able to follow defined processes such as Change Management & Knowledge Management
• A commitment to knowledge sharing and clear, detailed documentation
• Can work to strict SLAs, project plans and KPIs
• Welcoming, personable, articulate, literate, conscientious
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help and discuss ideas and techniques openly and honestly, to build trust with colleagues and customers.
• The ability to explain technical concepts in lay terms without being patronising
• The ability to multi-task and manage time under pressure
• Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations
• Experience working for the non-profit sector an advantage

About Smartdesc

Smartdesc is a leading, specialist IT service provider for the charity and nonprofit sectors. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities, social enterprises and public-sector bodies.

We provide IT services including: strategy and IT leadership, cyber security, helpdesk support, project and programme management - tailored to nonprofits and delivered through proactive partnerships with our customers.

We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years, because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc’s ethos and share our values. Since 2012 we have grown to over 70 staff and will exceed £5M turnover in our current Financial Year.