IT Services Coordinator at Sword Services Greece S.A.

Athens, Attica, Greece -

Full Time

Start Date

Immediate

Expiry Date

21 Sep, 26

Salary

0.0

Posted On

23 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Problem Management, Change Management, ITIL, SLA Monitoring, KPI Analysis, Root Cause Analysis, Jira, Confluence, ServiceNow, MS Office, English Proficiency, Service Delivery, Risk Mitigation, Stakeholder Communication, Operational Support

Industry

IT Services and IT Consulting

Description

Sword Services Greece is an IT Services and Software Solutions provider company, driving EU Institutions and Global Leaders in their Digital & IT transformation. As part of the Sword Services Greece team, you'll leverage your expert IT competency to drive critical projects, ensuring rapid, precise delivery that consistently meets, and often exceeds, the expectations of our global clients. About the role... We are currently seeking a motivated and detail-oriented IT Services Coordinator to join our IT Service Management team. The successful candidate will work in a multinational environment on a multitude of tasks supporting our business in implementing and developing solutions for large EU and international institutions and private sector companies in Greece and abroad. What you will do... Oversee and ensure the effective execution of Incident, Problem, and Change Management processes in line with ITIL best practices for L3 Services (L1 and L2 services are excluded); Act as the primary point of contact for service-related issues, escalations, and major incidents, ensuring timely resolution, root cause analysis, and reporting for Critical and High severity incidents; Monitor service performance against SLAs and KPIs, analyze trends, and implement corrective and preventive actions as needed; Serve as the key liaison between technical teams, business units, and customers, ensuring clear communication, alignment of priorities, and effective service delivery; Assess service and project risks, propose and implement mitigation plans to maintain service stability and performance. What is your experience... BSc's degree in Information Technology, Computer Science, or any other relevant field; 2-4 years of experience as Service Coordinator, Operations Coordinator or Service Desk Leader; Good understanding of incident management and operational support processes and proven ability to manage major incidents, lead cross-functional response teams, and drive root cause analysis and corrective actions; Familiarity with ticketing and collaboration tools such as Jira, Confluence, Service now or similar; Very good knowledge of MS Office tools / suite; Excellent command of the English language, both written and spoken; ITIL Certification (Foundation or Hight) will be considered as a strong asset. Behavioral Attributes... Self Development: Shows eagerness to grow and achieve more in respective area of expertise; Adaptability / Flexibility: Shows ability to cope with fast changing technologies and requirements; Solution focused mindset: Focus on work quality results with attention to detail and delivery of tasks within agreed deadlines; Focus on Customer either internal or external; Creativity & Initiative: Proposes ideas and solutions to existing ways of working, takes initiatives, identifies risks and works proactively; Teamwork: Collaborates effectively & efficiently with various diverse and geographically distributed work teams; Accountability: Shows strong sense of responsibility and ownership of the activities assigned. Our Culture... At Sword, our values define how we behave towards our colleagues and clients, and that is Respect and Collaboration. We believe that together we achieve more! Grasp a taste of our daily life at our Sword Services Greece Experience page on . Please submit your CV in English. All applications will be treated as strictly confidential. At Sword we are dedicated to fostering a diverse and inclusive workplace and we ensure that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of our culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience. If you don't tick all the boxes but feel you have some of the relevant skills and experience, we're looking for, please do consider applying and highlight your transferable skills and experience. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

Responsibilities

Oversee the execution of Incident, Problem, and Change Management processes for L3 services following ITIL best practices. Act as the primary liaison between technical teams and customers to ensure effective service delivery and risk mitigation.