Remote Italian Speaking Service Desk Support - 6 month contract

Italian Speaking Service Desk – 6 month contract

Homebased in Romania

7000 Ron Gross per month

Our client is seeking an experience Italian Speaking Service Desk Analyst, candidates must already live in Romania.

Job Summary

The IT Service Desk Analyst will provide first line technical support to users by working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. The role will also involve admin duties.

Job Duties

· Act as a single point of contact for phone calls, tickets, chat and emails from users regarding IT issues and queries

· Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.

· Ensure that issues are resolved within ticket life cycle

· Co-ordination between users and resolver groups (if necessary)

· Incident handling and escalation management

· Work independently and within a team

· Communicate well with internal and external contacts

· Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members

· Adhere to company and client’s procedures, policies and guidelines

· All KPI related tasks must be followed & adhered to avoid business impact

· To ensure that breaks are pre-approved by SME, Team Leader or Manager

· Strong problem resolution skills

· Escalate unresolved calls/tickets/Emails to the resolution support team

· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

· To maintain a high degree of customer service for all support queries and adhere to all service management principles

· Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Experience required

· Certifications (Optional) ITIL, MCSE, Software Development/Application support

· Level of expertise L1 – L2 On-site Or Remote Support

· Excellent communication skills and telephone manner

· Application/Infrastructure Support: Prior experience in Application/Infrastructure support/Software development, IT Service Desk

· IT Awareness: Understanding of SDLC, database technology, OS components would be useful

· Tools: Hand on experience on ITSM tools like Service Now, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk

· ITIL: Knowledge of ITIL processes and procedures would be an added advantage

· SAP - Application Support - optional

· B2+/Native/Near Native level Italian language skills in combination with excellent English language

· Should be a self-motivated achiever who gains satisfaction from providing excellent customer service

· Excellent in verbal & written communication

· Problem solving abilities, strong logical analytics