Service Helpdesk Specialist

Service Helpdesk Specialist  – Greece & Cyprus

Job Summary

Join our team as a Service Helpdesk Specialist and play a key role in delivering exceptional customer experiences across Greece and Cyprus. In this position, you will act as the main point of contact for customer service requests and complaints, ensuring timely and effective resolution. You will coordinate field service activities, manage spare parts processes, and support After Sales Service Management (ASSM) operations, contributing directly to customer satisfaction and operational excellence.

Key Responsibilities

• To maintain strong customer relationships at all times
• Respond to customer requests in a timely manner with high quality
• Work closely with all departments involved
• Receive, record, process, and follow up on customer service requests, complaints, and orders
• Ensure efficient planning of dispatch of engineers to customer sites for installation, fix, and preventive maintenance of equipment and related software
• Prepare quotations for on-site visits and spare parts and ensure proper invoicing
• Manage customer inquiries concerning product availability and engineer visits
• Follow-up on supply and logistic issues in relation to engineering visits and spare part orders; align internally and keep customers informed
• Record, process, and follow up on customer service requests, and complaints in ASSM/Service Now
• Organize/request urgent transport when needed
• Perform and follow up on time registration activities
• Work closely with local and country teams and also Region and HQ interaction

Required Qualifications

Education:

• Higher education
  
  

Languages:

• Greek native speaker
• English (Advanced Level)
  
  

Past experience:

Customer service, helpdesk service, ASSM (ServiceNow, MS Dynamics), and SAP experience

Specific skills:

• Good communication skills
• Strong team player
• Understanding of SAP and workflow applications
• Understanding of guidelines and authorization levels
• Commercial awareness of Radiology Solutions and customer requirements
• Business Orientation
• Accuracy and ability to follow up and track
• Pro-actively solve problems
• Ability to complete a variety of related tasks, prioritize and work under pressure
• Basic product knowledge (Radiology Solutions)
• Enhanced ASSM knowledge
• Good MS 365 skills