IT Service Desk

Company Profile

AMPLUS Technologies is a pioneering, innovative and Great Place to Work Certified IT Company that implements high-quality projects across leading Financial Institutions, Telecommunication Companies, and Private sector organizations. With an upward evolution since the 2000s, we constantly offer integrated, end-to-end solutions through a client-driven approach.

On behalf of our major client in the Banking Sector we are currently looking forFunctional Support Specialists to join the IT Service Desk team as external partners. The successful candidates will act as the first point of contact for IT-related requests, ensuring high-quality service for internal employees.

Key Responsibilities

• First Point of Contact (L1): Serve as the primary contact for internal bank employees via phone communication and the official IT ticketing system (e.g., SMAX).
• Incident Management: Effectively receive, log, evaluate, and prioritize incoming IT requests and incidents, ensuring proper categorization and compliance with IT Service Management (ITSM) processes.
• First-Level Resolution & Escalation: Resolve incidents at the first level (L1) where feasible, or guide users on basic banking applications and IT services. Ensure timely and accurate escalation to L2/L3 support groups while retaining ownership until final resolution.
• Knowledge Base Enrichment: Actively contribute to the enhancement of the organization’s Knowledge Base by documenting known issues and solutions, driving continuous improvement.
• Compliance & Continuity: Strictly adhere to the Bank’s information security policies, regulatory compliance guidelines, and overall IT Governance framework to ensure operational continuity.

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

• 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 and participation in corporate mentorship programs.

All applications will be treated in strict confidence!

In AMPLUS SA we apply our principles of fair and equitable treatment, non-discrimination and equal employment opportunity!