Description
The Service Desk function is responsible for:Key Responsibilities:
• Install, configure, update and maintain computer hardware operating systems and applications.
• Monitor and maintain computer systems and networks.
• Talk staff/clients through a series of actions, either face to face or over the telephone or by remote assistance to help set up systems or resolve issues.
• Troubleshoot system and network problems and diagnose and solve hardware/software faults.
• Provide support, including update when needed and follow procedural documentation.
• Support the roll-out of new applications.
• Set up new user’s accounts and profiles and deal with password issues.
• Respond within SLAs to reported requests and incidents.
• Add value to tickets before escalating to higher technical departments.
• Work continuously on a task until completion (or referral to third parties, if appropriate).
• Keep record of all IT company assets.
• Prioritize and managing many open cases at one time.
• Test and evaluate new technology.
• This is a varying shift position. You will be expected to work shifts occurring at varying times of the day, varying days of the week.
Knowledge/Experience Requirements:
• MCSE - Microsoft server/Windows systems experience
• A minimum 3 years’ experience in an IT support environment
• Ability to communicate with IT users & all levels of business
• ITIL foundation certified
• IT Degree and/or CNE qualifications
• Italian native speaker and fluent in English
• Previous experience in IT Technical writing and documentation is a plus
• Experience with an online gaming company is a plus, but not essential
COMPETENCIES
Behavioural
• Applied learning
• Aligning Performance for Success
• Building a successful team
• Coaching
• Customer focus
• Decision making / judgment
• Energy
• Planning and Organizing
• Technical/Professional Knowledge and Skills
Technical:
• Develop technical requirements
• Maintain equipment/software inventory
• Apply problem solving techniques to achieve organizational goals
• Undertake capacity planning
• Perform unit, integration and systems test