IT Service Desk

Service Desk Technician is required at the Italian office of a an international IT Support company. This is an English speaking role, requiring someone with general technical experience and the ability to engage end users via phone and provide problem resolution.

Service Desk duties:

. Provide on-the-spot resolutions with quick 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:

. Graduation from secondary school supplemented by training in IT, preferably with diploma
. Ideally three years of experience
. 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 2010/2013
. 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.