Description
Level 1 Specialist
We are looking for a Level 1 Specialist for a contract position in Milan, Italy.
* Mandatory to have a good Italian & English language skill (both written and verbal)
* Provide Level1 support for client and internal end-users
* Initiate diagnostic procedures with user by telephone, remote connection or email, and be able to communicate steps for resolution to the end users.
* Uses troubleshooting techniques and tools to identify technical defects/issues
* Manage multiple customer issues in a fast paced organization and effectively prioritize issues based on severity.
* Monitor and triage incoming requests via Ticket queues and ensure proper Incident Management process is followed
* Leverage internal teams to provide next level support
* Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
* Provide regular two-way communication between the client and L2/L3 technical teams
* Identify potential larger issues in Real Time & Keep management updated on trending issues
* Regular follow-up with various teams to control the backlogs of tickets and bring the ticket towards closure respecting the SLA guidelines.
* Look for potential situations in which an improvement in process efficiency is possible.
* Assumes a proactive role in Level 1 support by identifying common problems and documenting resolutions for faster resolutions