Description
Our international client is looking to hire a Service Management Assistant for their office in Brindisi, southern Italy.This is an English-speaking contract opportunity within a multinational company. As the SMA you will be supporting a small team of Service Management specialists located across multiple locations. You will be expected to have a good understanding of ITIL Service Management and have strong communication skills with fluent English, and a background in service desk or other support functions.
This role is most suited to a junior level person, someone looking to enjoy a good work/life balance, or someone that's local to the area or wants to live and work in Italy.
Your main duties will include:
- Assisting in updating the technical information database, the Configuration Management Database, Change Management workflow, CRM system, other Service Management related systems, procedures and operating level agreements;
- Assisting in drafting, developing or improving service policies, service reports or technical documentation;
- Following up customer complaints and incidents when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents;
- Assisting in training for supported systems or processes;
- Logging service calls and emails in the customer CRM system;
- Analyse and resolve incidents according to established operational procedures;
- In case of emergencies, provide support (either on-site or remotely using VPN connectivity) outside normal working hours.
- Provide standby and on-call support, if and when required.
- Work in shifts as part of an extended service coverage scheme, if and when required.
- Perform other duties as required.
- ITIL foundation certification or strong knowledge of the ITIL process
- Experience in reporting or database querying (ie Transact SQL)
- Experience in working for a service provider
- Very good English communication skills to manage relationships with customers and internal teams
- Experience in drafting technical documentation
- Degree in IT related area or relevant training in IT, preferably with diploma.
- At least two (2) years of experience in information technology including at least one year (1) working in an IT service provider (ie Service Desk, Application Support).
- Certification in ISO/IEC 20000 Foundation is ideal but not a requirement
- Ability to live and work in Brindisi, Italy
Brindisi is in the beautiful Apulia region of southern Italy and is a port town on the Adriatic coast. It's not the largest town but still offers everything you need from affordable accommodation, good shops, excellent restaurants and amazing scenery. Not far away are the larger towns of Lecce and Bari, plus beautiful beaches and cultural sights. There is an airport in Brindisi (and Bari) making travel to and from relatively accessible. The location would suit anyone looking for a good work/life balance and someone that wants to enjoy the good weather and other benefits that Italy has to offer year round.
This is a competitive process so please respond to this advert ASAP with your CV and contact details if you are interested.