Description
Service Desk Technicians are required at the Italian office of an international IT Support company. You must have fluent English and have a good general technical background with knowledge of SQl, .NET and database support.Service Desk duties:
. Provide over-the-phone responses to routine queries and incidents
. Log service calls and emails on the clients CRM system
. Manage and escalate user and support incidents when necessary
. 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 and Service Desk knowledge base
. Prioritise and analyse documented ticketed user issues
. Where applicable, ensure seamless hand-over of work across shifts and time zones
. Perform other Service Desk activities as required
. Work shifts or standby services as part of an extended service coverage scheme if needed.
Skills:
. You must be able to engage end users via phone and provide problem resolution in English.
. Graduation from secondary school supplemented by training in IT, preferably with diploma
. Knowledge of Windows environment, Lotus Notes and general knowledge of business applications
. Knowledge of MS Exchange and SAP ERP system desirable
. Knowledge and understanding of SQL Scripting and ability to perform a simple database update with preapproved scripts
. Proficient knowledge of MS Outlook client
. Experience in handling tickets within a CRM system
. Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision
. ITIL qualification or awareness is highly desirable
. Excellent knowledge of English (both written and verbal) is required
. Italian skills are advantageous
Although a 3 month contract to begin with, this opportunity offers long term duration based on regular rolling extensions.