Service Support Expert

At Quento Technologies S.A., the ICT arm of the Qualco Group, we deliver comprehensive and innovative solutions across AI, Digital Engineering, Cloud, and Cybersecurity, helping businesses accelerate digital transformation. With a presence in Greece, Luxembourg, and Belgium, and backed by the expertise of the Qualco Group, we combine deep technical knowledge with strategic partnerships to support business growth.

At Quento Technologies S.A. we empower our people to innovate and lead in delivering transformative ICT solutions to our clients worldwide.

Quento Technologies S.A. seeks a highly motivated and experienced a Service Support Expert to join our customer’s 1st Level Service Desk team supporting a large-scale private AI cloud platform.

This role is the first point of contact for our customers and for internal requests from our technical teams, ensuring that every incident and request is logged, handled, and resolved or escalated within agreed service levels.

Your responsibilities will entail:

• Provide 1st level support as the single point of contact for platform customers and for internal requests from the technical teams;

• Pick up incidents, service requests through the ITSM platform in line with ITIL processes;

• Perform ticket triage, incident resolution & appropriate escalation: Accurately logging, classifying, prioritizing, and managing the end-to-end lifecycle of Incidents and Service Requests in alignment with ITIL frameworks, while delivering first-line investigation, diagnosis, and resolution of end-user technical issues and seamlessly escalating complex cases to Level 2 support group.

• Track tickets against SLAs and provide timely updates to customers and internal teams through to closure;

• Co-operate efficiently with Level 2 technical teams and coordinate end-to-end ticket resolution;

• Fulfil standard Service Requests, including user and access provisioning, following approved procedures;

• Maintain knowledge base articles and support procedures, and participate in knowledge transfer and service transition activities;

• Participate in Service setup activities as ITSM processes definition, ITSM tool setup and configuration. Support the continuous improvement of the service with creative proposals;

• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements