Technology

Cyprus

GCC Computers Ltd

Customer Service / Support

Job Vacancy: Service Desk ConsultantLocation: Onsite Employment Type: Full-time&nbsp;About GCC&nbsp;GGC Computers Ltd has a distinguished market presence in Cyprus as providers of IT-based solutions and System Integrators and has built a strong reputation as technology professionals and employers. For more than 35 years we have enjoyed considerable success serving the broader Government, semi-Government, Telecommunications, Utilities and Banking markets with core Business Solutions as well as Hardware, Networking, and Network Security Solutions. GCC Computers Ltd maintains strong partnerships with leading technology vendors, including Hewlett Packard, Juniper Networks, and Fortinet.&nbsp;About the Role&nbsp;We are seeking a motivated Service Desk Consultant to join our growing Service Delivery team. The successful candidate will serve as the first point of contact for specific customers’ projects, managing support requests and ensuring high-quality service delivery in line with our KPIs and SLAs.&nbsp;Key Responsibilities<ul><li>Receive and log incoming service requests and incidents via phone, email, and ticketing system.</li><li>Provide first-level technical support and resolve Level 1 requests.</li><li>Guide users through the platform's features, ensuring they can use the software effectively.</li><li>Escalate unresolved issues to higher-level support teams in line with escalation procedures.</li><li>Accurately update the internal ticketing system and maintain up-to-date records in the inventory system.</li><li>Track, monitor, and close tickets within agreed service levels.</li><li>Prepare and deliver regular reports on ticket volumes, response times, and KPIs.</li><li>Demonstrate strong customer service skills, ensuring positive interactions with end-users.</li><li>Apply diagnostic and problem-solving skills to resolve user issues efficiently.</li><li>Identify recurring issues and work with the team to create solutions or enhance documentation to reduce support volume.</li><li>Work in alignment with ITIL principles and best practices to support service management processes.</li><li>Collaborate with colleagues and contribute to process improvement initiatives.</li></ul>&nbsp;Requirements<ul><li>University degree in Computer Science, Information Technology, or a related field (preferred).</li><li>Proven experience in a customer service or IT support role (Help Desk / Service Desk experience preferred).</li><li>Good understanding of ITIL concepts (related certification is a plus).</li><li>Strong communication skills in English and Greek (verbal and written).</li><li>Excellent problem-solving and troubleshooting abilities.</li><li>Proficiency with ticketing systems and basic reporting tools.</li><li>Ability to work under pressure and keep track of KPIs and SLAs.</li><li>Strong organizational and time-management skills.</li></ul>&nbsp;Applications&nbsp;Interested candidates must electronically submit their applications with a recent C.V to careers@gcc.com.cy before 24th of September 2025 quoting the above job title and reference number.Please ensure your application clearly highlights your relevant technical experience.&nbsp;Due to the high volume of applications, only shortlisted candidates will be contacted

Service Desk Consultant

Service Desk Consultant

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