applications support & operations analyst @ thessaloniki

As an Analyst in our Tax Technology Consulting team, you will serve as an Applications Support & Operations specialist for our AI platform used across professional services.

The platform is a cloud-hosted, multi-tenant application with AI-powered agents, document processing, and integrations with multiple enterprise systems. Users interact with it via chat, document upload, workflows, and admin dashboards.

You will manage support tickets, monitor platform health using cloud monitoring tools, handle user onboarding and access provisioning via identity management systems, and ensure smooth day-to-day operations. You will work closely with the engineering team to escalate technical issues and with the Product & Engagement team to capture user feedback.

This is an ideal role for someone who is technically curious, detail-oriented, and passionate about helping users succeed with technology.

#KeyResponsibilities

• Manage and resolve user support tickets — troubleshooting issues across the platform’s interfaces and services

• Monitor platform health and availability using cloud monitoring and observability tools — proactively identifying and escalating issues

• Handle user onboarding — account provisioning, license assignment, role configuration, and initial training coordination

• Maintain and update platform documentation — user guides, FAQs, and troubleshooting runbooks

• Triage and categorize incoming issues — separating bugs, feature requests, and configuration needs

• Escalate technical issues to the engineering team with clear reproduction steps and context

• Track and report on support metrics — ticket volume, resolution time, and recurring issues

• Assist with platform configuration and tenant management

• Coordinate with the Product & Engagement team on user feedback and training needs

• Contribute to process improvement — identifying automation opportunities and streamlining workflows

#RequiredSkills

To qualify for the role, you must have:

• Bachelor’s degree in Computer Science, Information Technology, Business Informatics, or a related field

• 0–2 years of experience in technical support, IT operations, or a related role (internships count)

• Strong problem-solving and analytical skills — ability to diagnose issues systematically

• Comfort with technology — understanding of web applications, APIs, and cloud platforms at a user level

• Excellent communication skills — ability to explain technical concepts to non-technical users

• Attention to detail and organisational skills — tracking multiple issues simultaneously

• Familiarity with ticketing or issue-tracking systems (Jira, ServiceNow, or equivalent)

• Basic understanding of data and databases (ability to query or look up user records)

• Self-motivated and proactive — comfortable working independently and escalating appropriately

• Excellent written and verbal communication skills in English; Greek is a plus

#PreferredSkills

• Experience with SaaS platform support or IT service management (ITSM)

• Familiarity with monitoring and alerting tools (Azure Application Insights, Grafana, or equivalent)

• Basic scripting skills (Python, PowerShell, or Bash) for automation

• Experience with Azure cloud services at an operational level

• Understanding of authentication systems (Azure AD, SSO)

• Familiarity with AI-powered applications and their common failure modes

• Experience writing user documentation or knowledge base articles

• ITIL foundation knowledge or certification

• Experience supporting multi-tenant, multi-country platforms

#WhatWeOffer

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits:

🏠 Modern hybrid workplace, characterized by flexibility and Smart Working

⚖ Empowered well-being: We provide multiple program offerings to support your well-being needs (flexible working arrangements, extra days of leave, parental allowances)

🌍 Engagement within international large-scale teams and projects, with opportunities to travel for training or client purposes.

📚 Constant opportunities for learning with unlimited access to internal and external learning platforms and sponsored certificates aligned with business needs and technology trends

🚀 Challenging and innovating environment where personal development and growth are encouraged, always with transparency and trust

🏳️‍🌈 Diverse culture and active communities that enable you to bring yourself to work

🎉 Team Building and Corporate Social Responsibility Activities

🏃 A buddy to support you with your onboarding

⚕ Private medical health insurance plan

💳 Ticket restaurant card

🛍️ Exclusive Discounts to several retail providers, restaurants and others

📱 Mobile phone

🍏 Fresh fruits and unlimited coffee everyday at our offices