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 across Europe (Greece, Ireland, Cyprus and Finland), the Americas (Brazil, Mexico, Chile and Ecuador) and New Zealand. Founded in 2010, it provides online sports betting and gaming entertainment to a growing international customer base. The company runs its own proprietary betting platform, which it continually develops to keep pace with industry trends. Novibet employs more than 1,000 people, with tech hubs in Greece and Malta, and is headquartered in San Gwann, Malta.