Description
Scope- Solving incidents and changes to the Level 1.5 team
He/ She will support the team coordinator and management of the Service Desk.
We are looking for someone that has a passion for IT and can work customer oriented.
- The Level 1.5 receives from the communication layer of the Service Desk more complex tickets from client employees in Europe, focus on Italy but not limited to Italy only. This requires IT skills supported by communication skills as the customer will be contacted in case of need. Analysts are member of a virtual team with offices in Belgium, Germany, Italy and Spain.
Jobdescription
- Support colleagues and supports Level 1.5. Tri-lingual ( Italian, Spanish, English)
- Global AHD ticket tool
- different Imac types, assignee groups
- Mailbox dispatching
- handle QM checks
- AccessIT
- Knowledge base
- Creating and adjusting Knowledge documents
Knowledge and complexity
- Deliver support in tri-lingual ( Italian, Spanish, English) where Bi-lingual is a must (Italian and English)
- Advanced Troubleshooting and can work independently
- Sharing knowledge an skills with the team
- Knowledge of Office365 / Win 8.1
- Deliver support with a customer oriented view and sharing knowledge and skills with the team