Cloud IT Service Desk Specialist - 1st Line Support

Qualco Group; Kentucky; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Annual bonus

Ticket restaurant

Health insurance

Job summary

Quento Technologies S.A., the ICT arm of the Qualco Group, seeks a Service Support Expert to join the 1st Level Service Desk supporting a large-scale private AI cloud platform. You will be the first point of contact for customers and internal requests, logging, handling, and resolving or escalating incidents within approved service levels.

Your role includes incident triage, ticket logging, classification, prioritization, and end-to-end lifecycle management in alignment with ITIL frameworks.

Qualifications

• University degree in Computer Science, IT, or related field.
• 3–5 years of experience in a Service Desk or technical support role.
• Solid experience with ITIL-aligned processes and ITSM tools.
• Strong communication and client-facing skills in Greek and English.

Responsibilities

• Provide 1st level support as the single point of contact for customers and internal requests.
• Log, triage, and escalate incidents following ITIL processes and SLAs.
• Coordinate with Level 2 teams for escalated issues and track tickets to resolution.
• Maintain knowledge base articles and participate in knowledge transfers.
• Support service setup activities and contribute to process improvements.

Skills

Service Desk

ITIL

Customer facing

Communication

Ownership

Education

University degree in Computer Science/Information Technology

Tools

ServiceNow

GLPI

Jira Service Management

Job description

Quento Technologies S.A., the ICT arm of the Qualco Group, seeks a Service Support Expert to join the 1st Level Service Desk supporting a large-scale private AI cloud platform. You will be the first point of contact for customers and internal requests, logging, handling, and resolving or escalating incidents within approved service levels.

Your role includes incident triage, ticket logging, classification, prioritization, and end-to-end lifecycle management in alignment with ITIL frameworks.