IT Service Desk Analyst Job, Colico

IT Service Desk Analyst- Colico, Italy – €22,000 per annum

Essential: Fluent Italian and English

Our client, a leading global engineering support organisation are looking for and IT Service Desk Analyst to join their in-country Service Desk in Colico, Italy

IT Service Desk Analyst- Colico, Italy – €22,000 per annum

Essential: Fluent Italian and English

Our client, a leading global engineering support organisation are looking for and IT Service Desk Analyst to join their in-country Service Desk in Colico, Italy

As the IT Service Desk Analyst you will provide 1st Line Support to the organisations stakeholders demonstrating strong customer service and problem solving skills

Core Role:

  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
  • To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
  • To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
  • To log and escalate calls with third parties where required, ensuring communication back to the customer

Technical and Specialist Knowledge

  • Ability to apply technical fixes, using agreed IT toolsets
  • Ability to utilise active listening, analysing and understanding the needs of the customer
  • ITIL awareness
  • Ability to progress escalations
  • An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure

Key Behavioural Competencies

  • Customer Focused, committed to providing a professional 1st line service
  • Able to work within a high volume and fast paced environment
  • Ownership skills
  • Ability to prioritise and manage own workloads against set SLAs
  • Excellent Time Management Skills
  • Comfortable working across a multi-disciplined environment
  • Ability to interact with all departments and Third Party Organisations
  • Excellent verbal skills, particularly remote support over the phone
  • Excellent written communication skills
  • Ability to deal with conflict professionally
  • Flexible, can do attitude
  • Capable of working on own initiative

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  • Colico (Lecco (province), Italy)
    Job Location
  • Up to €22000 per annum
    Job Salary/Pay Rate
  • Permanent
    Employment Type
  • Junior / Graduate
    Job Level

  • Job Category