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!