IT Service Desk Analyst

Protera Technologies

Protera Technologies 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

  • University Degree or Technical/Vocational Certification in Computing, Electronics or related IT field
  • Excellent communication skills (verbal & written in English & Greek) including the ability to explain technical instructions / details to non-technical users
  • Good understanding of ITSM tools and ITIL best practices
  • Technical background in areas such as Networking, System Administration, Databases, System Analysis
  • Possess keen attention to detail
  • Customer-centric
  • Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
  • Strong analytical skills
  • SAP familiarity desirable
  • Experience in Service Desk role desirable
  • Decisiveness
  • Multitasking
  • Exceptional record keeping skills
  • Team player
  • Willing to commit and grow


  • Effectively manage the full lifecycle of incidents and service requests received from internal and external customers based on Classification & Prioritization
  • Coordinate incident investigation and analysis: escalate to appropriate L1, L2 & L3 support teams in order to diagnose an incident and restore it
  • Coordinate the resolution and recovery process: follow up as required and inform key stakeholders on resolution progress (Networking, Server Administration, Virtualization and Application Management)
  • 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)

We Offer

  • A creative, dynamic global environment
  • Continuous training and opportunity for career development using cutting edge cloud technology
  • Extremely competitive compensation package based on qualifications and experience
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By |2019-07-12T03:13:19+00:00June 20th, 2019|