Service Desk Technician

Service Desk Technicians are required at the Italian office of a global and internationally recognised organisation. This is a contract position and requires Service or Helpdesk professionals with a few years of experience and fluency in English. Windows technical experience, excellent communication and a support mentality are the main requirements. This is an initial 6 month contract but has the potential to be a long term position.

Duties and responsibilities:

. Provide on-the-spot resolutions with quick over-the-phone responses to routine queries and incidents in an efficient and friendly manner
. Log service calls and emails; analyse and resolve incidents to supported services according to established operational procedures
. Manage and 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 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
. If required, provide shift work or stand by services as part of an extended service coverage scheme

Skills:

. Graduation from secondary school supplemented by training in IT, preferably with diploma
. At least 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.