Onsite Helpdesk Engineer - IT Support & Incident Champion

LTM; Puglia; In loco; EUR 24.000 - 32.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

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

Mansioni

• 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.

Conoscenze

Customer support

IT support

Troubleshooting

Communication

ITIL basics

Strumenti

ITSM tools

Descrizione del lavoro

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.