Engineer - Cloud & Infra Management

LTM; Puglia; On-site; EUR 24,000 - 32,000; Full time

Job summary

LTM is seeking a Role Description: Technical Helpdesk Coordinator Level 1 located onsite at client site in Bari, Apulia, Italy. The role requires 3+ years of helpdesk experience and basic ITIL knowledge, with strong communication skills to support end users on hardware, OS, and software issues.

As the first line of support, you will troubleshoot, log incidents in ITSM, escalate where needed, and maintain SLA compliance while delivering a positive user experience onsite in Italy.

Qualifications

• Minimum 3 years of relevant Helpdesk experience.
• Basic understanding of ITIL practices.
• Strong verbal and written communication and interpersonal skills.

Responsibilities

• Serve as first point of contact for end users via phone, chat, email or web.
• Provide first-line technical support of hardware, operating systems, subsystems and/or applications for customers and/or employees.
• Perform remote troubleshooting through diagnostic techniques and questions.
• Apply basic diagnostic techniques to identify issues, investigate causes and recommend solutions.
• Take end-to-end ownership of end user issues till resolution and follow-up.
• Escalate unresolved or complex issues to appropriate support teams.
• Maintain call quality and adherence to SLA/KPI targets.
• Log incidents in ITSM tool and keep records updated.
• Advise users on appropriate actions and timely communications.
• Monitor issues from start to finish and update statuses.
• Allocate unresolved calls promptly and inform users of actions taken.
• Adhere to documented policies and NDA guidelines.
• Contribute to knowledge base with new issues and solutions.
• Install, modify and repair computer hardware and software.

Skills

Customer support

IT support

Troubleshooting

Communication

ITIL basics

Tools

ITSM tools

Job description

Role Description

Role- Technical Helpdesk Coordinator Level 1

Location- LTM Client - Italy Bari, Apulia (5 days Onsite)

Detailed Job Description

Key Role Responsibilities

• First point of contact for all end user reporting technical issues over the phone Chat or email or web
• Responsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
• Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
• Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
• Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
• Maintains records informs users about the process and advises relevant persons of actions taken
• Adhere to the documented policies and procedures
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Engages other support teams or resources as when appropriate to resolve tickets
• Use appropriate CTI classification for incidents and requests
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
• Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
• Identify major incidents and invoke the major incident management process
• Identify new issues and contribute to Knowledge Base development
• Install modify and repair computer hardware and software

Required

• Candidate Profile Minimum 03 years of relevant experience working as Helpdesk Associate
• Should possess basic understanding of ITIL Practices
• Should have strong verbal written communication and interpersonal skills