Service Desk Analyst
We are looking for a Service Desk Analyst to join our responsible team for supporting internal procedures and business teams on our platform. As a Service Desk Analyst, you will be the first point of contact for incidents and service requests, ensuring smooth communication, timely triage, and proper coordination. You will be joining a friendly, professional team that enjoys solving problems and delivering fast, high-quality support.
- Act as the first point of contact for incidents and service requests through the internal Service Management system
- Perform initial triage, categorization, prioritization, and routing of incidents
- Own incident management process, ensuring timely updates and proper escalation paths are followed
- Apply known solutions from runbooks and knowledge base articles
- Communicate clearly and consistently with stakeholders throughout incident lifecycle
- Maintain accurate incident records, timelines, and documentation
- Contribute to improving the knowledge base and operational documentation
- BSc in Information Technology, or relevant field; MSc is a plus (required)
- 0–2 years of experience in IT support, service desk, or similar role (required)
- Familiarity with ITIL principles or incident management processes (required)
- Experience with ITSM tools such as Jira, ServiceNow, or similar (required)
- Fluency in Greek and English (both written and verbal) (required)
- Excellent communication and customer service skills (required)
- Ability to work in shifts, including nights and weekends (required)
- Strong attention to detail (required)
- Attractive salary and bonus scheme
- Group health & medical insurance package
- All the tools you need for your role
- Focused career development, performance management, and training opportunities
- Free access to our gym facilities to keep you energized
- A welcoming, international, and multicultural team
- Exciting events, sports, and team-building activities
Novibet is an established GameTech company operating in Europe (Greece, Ireland, Cyprus, Finland), the Americas (Brazil, Mexico, Chile, Ecuador), and New Zealand, with tech hubs in Greece and Malta and 1,000+ employees across countries. Since 2010, we are committed to delivering the best online sports betting and online entertainment experience to our ever-expanding customer base. As an innovative and adaptable operator, we have our own proprietary betting platform that is constantly evolving to meet and exceed existing and upcoming trends while offering unparalleled excitement to sports enthusiasts. Why Join us At Novibet you will find an ever-evolving, dynamic environment, providing unique growth opportunities as our brand is also exponentially expanding. We believe in investing in our people and enabling them to reach their full potential, as they are the driving force behind everything we do. Innovation is imprinted in our DNA. And so is our modern way of thinking, always aiming to push the industry forward.