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IT Service Desk

●

1 week ago

Greece, Attiki, Athens
Full Time
Mid-Level
Hybrid

Basic Information

AMPLUS Technologies seeks Functional Support Specialists to join the IT Service Desk team as the first point of contact for IT-related requests in a major banking sector organization. The successful candidates will provide high-quality support to internal bank employees via phone and ticketing systems, ensuring proper incident management and compliance with IT governance standards.

Responsibilities

  • Serve as the primary contact (L1) for internal bank employees via phone communication and official IT ticketing system (e.g., SMAX)
  • Receive, log, evaluate, and prioritize incoming IT requests and incidents with proper categorization and ITSM process compliance
  • Resolve incidents at the first level where feasible or escalate to L2/L3 support groups while retaining ownership until final resolution
  • Guide users on basic banking applications and IT services
  • Actively contribute to Knowledge Base enhancement by documenting known issues and solutions
  • Strictly adhere to the Bank's information security policies, regulatory compliance guidelines, and IT Governance framework

Requirements

Banking Operations
Communication Skills
Computer Science
Finance
IT Service Management
Problem solving
Service Desk
  • Demonstrated professional experience within a banking environment with solid understanding of banking operational workflows and applications
  • Prior experience in IT Service Desk, Functional Support, or Call Center roles with strong familiarity with ticketing tools and IT Service Management standards
  • B.Sc. in Information Technology, Computer Science, Finance, Banking Management, or equivalent discipline
  • Strong problem-solving abilities and proven track record of managing requests based on strict deadlines and defined Quality Standards/KPIs (Response Time, First-Contact Resolution Rate, Logging Quality)
  • Excellent written and spoken fluency in Greek and English with exceptional communication skills
  • Ability to collaborate effectively across multiple IT domains
  • Ability to execute tasks methodically according to pre-defined procedures, priority levels, and Service Level Agreements (SLAs)

Benefits

Certifications and training
Continuous education
Free meals
Mentorship programs
  • Competitive Salary Packages aligned with market standards
  • Comprehensive Induction Training on the Bank's core applications, workflows, and specialized processes
  • Continuous Learning & Development opportunities within a stable, modern, and challenging corporate environment
  • Monthly Meal Coupons
  • Participation in corporate mentorship programs
About the company

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About the company

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AMPLUS Technologies

AMPLUS Technologies

Customer Service
Information Technology
IT Support Engineer