Description
Service Desk Technicians are required to join a growing team of IT specialists at the Italian office of a global and internationally recognised organisation. This is a contract position and requires Service or Helpdesk Technicians with a few years of experience and that are fluent in English. The roles will be shift based with some on-call hours required. Excellent communication skills are key.Duties and responsibilities:
- Log service calls and emails; analyze and resolve incidents
- Escalate user and support incidents when necessary to ensure timely resolution, identify and employ measures to prevent recurrence of incidents,
- Monitor and inform customers of outages, known errors and progress if these cannot be resolved at point of call;
- Assist in developing or improving technical service policies or technical documentation;
- Assist in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements;
- Provide shift work as part of an extended service coverage scheme, as required;
- Provide stand-by services during weekends, holidays and outside of the normal working hours, as required;
- Perform other duties, as required.
Skills:
- Graduation from secondary school supplemented by training in IT, preferably with diploma.
- Ideally three years of experience
- Expertise in Windows environment, good technical knowledge of Lotus Notes and general knowledge of business applications required.
- Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision.
- ITIL qualification or awareness is highly desirable.
- Knowledge of SAP ERP system is desirable.
- Knowledge of IPSAS is desirable.
- Excellent knowledge of English (both written and verbal) is required.
- Knowledge of Italian is desirable.
For more info or to apply please contact Quanta Consultancy Services.