Service Desk Technician

Apulia  ‐ Onsite
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Description

Job Title: Service Desk Technician

Job Type: Contract

Job Location: Brindisi, Italy

Contract Rate: Negotiable depending on Experience

Contract Length: 12 Months with extension

Our Client, one of the world's foremost IT Consultancies, is looking to recruit a Contract Service Desk Technician to join their client in Brindisi, Italy.

Duties and responsibilities:

  • Logging service calls and emails in the customer CRM system;
  • Analysing and resolving incidents on supported services according to established operational procedures;
  • Escalating user and support incidents when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents;
  • Monitoring and informing customers of outages, known errors and progress if these cannot be resolved at point of call;
  • Assisting in developing or improving technical service policies or technical documentation;
  • Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements;
  • Assisting in providing training for partner supported applications;
  • Producing Technical Documentation or User Manuals as required;
  • In case of emergencies, providing support (either on-site or remotely using VPN connectivity) outside normal working hours;
  • Providing standby and on-call support, and working in shifts as part of the extended service coverage scheme, when required;
  • Performing other duties as required.

    Education and Skills

  • Graduation from secondary school supplemented by training in IT, preferably with diploma.
  • Good knowledge, at a level of providing tier 1 support to users, on least one of the following: MS SharePoint, MS SQL Server, SAP ERP.
  • Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: LDAP, MS Outlook, Exchange, MS Office Suite, SharePoint, BI applications, BO reporting, basic network troubleshooting.
  • Knowledge of incident and request fulfilment tracking software.
  • Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision.
  • Understanding of Local and Wide Area Network concepts.
  • Knowledge of IPSAS desirable.
  • ITIL Certification

    Languages:

  • Expert knowledge of English is required (written and verbal)
  • Knowledge of Italian is desirable

This is a great role for the right candidate, so if you meet all the criteria above, then APPLY TODAY!

Start date
n.a
From
Aim Hire Jobs
Published at
13.01.2018
Project ID:
1483788
Contract type
Freelance
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