The Role: 

We are seeking energetic individuals to join our team in Nicosia and contribute to the operation and end user support of the Government ERP system. 

The successful candidate will be expected to:  

• Respond to telephone calls, emails and tickets, providing 1st level support to users through troubleshooting and relevant questions 
• Prioritise, schedule and resolve user problems and challenges with the use of the system 
• Diagnose errors, issues and the root cause of these
• Log all user Helpdesk requests in the ticketing system
• Walk users through problem solving process 
• Escalate unresolved incidents/service requests to other resolver groups   
• Liaise with 3rd parties as required 
• Identify and escalate appropriately situations requiring urgent attention
• Follow up with users ensuring full resolution of the reported issues
• Handle multiple simultaneous interactions to ensure all user requests are responded to within established targets and agreed SLA’s 
• Train other staff members on troubleshooting and fixing problems 
• Interpret and consume service performance reports to assist with continual improvement of the overall service 
• Produce knowledge articles and quick-fix help documents 

Requirements: 

The successful candidate will be expected to meet the following requirements:  

• A Bachelor’s degree in a business or IT subject is preferred
• Fluency in both English and Greek (verbal and written) 
• Excellent customer service skills, strong interpersonal skills, strong and very clear communication skills 
• A strong focus on delivering quality customer care and the want to exceed customer expectations 
• Good understanding of computer systems, mobile devices and other technology products 
• ITIL Foundation certification (or any additional ITIL accreditations) would be an advantage
• Administrative and organizational skills 
• Ability to take initiative and deliver results in a dynamic environment 
• Flexibility and adaptability 
• Strong learning ability and eagerness to develop 
• Exemplary attendance and punctuality required
• Previous experience of IT help desk\call centre roles will be considered as an advantage
• Previous experience of supporting/using ERP related applications would also be an advantage 

Compensation package:  

A very competitive remuneration package will be offered to the successful candidate according to qualifications and experience. 

Applications 

Interested candidates must electronically submit their applications with a recent C.V to careers@gcc.com.cy quoting the above job title.  

Due to the high volume of applications received, only shortlisted candidates will be contacted.