Onsite Service Desk Analyst – Bari, First-Line IT Support

Talent Search Technology; Puglia; Presencial; EUR 22 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Permanent contract

On-site work in Bari

Resumo da oferta

Talent Search Technology is seeking a Technical Helpdesk Coordinator Level 1 in Bari, Apulia, Italy. This permanent, onsite role is the first point of contact for end users, handling phone, chat, email and web-based reports, performing initial diagnostics and remote troubleshooting.

You will own the resolution process up to closure, escalate when necessary, and log all incidents in the ITSM system, ensuring calls meet defined SLAs and KPIs. Strong communication skills are essential.

Qualificações

• 3 years of relevant experience working as Helpdesk Associate.
• Should possess basic understanding of ITIL Practices.
• Should have strong verbal written communication and interpersonal skills.
• Experience with Jira Service Desk and Windows Server is preferred.

Responsabilidades

• First point of contact for end users reporting technical issues via phone, chat, email or web.
• Provide first line technical support for hardware, operating systems, subsystems and applications.
• Perform remote troubleshooting through diagnostics and relevant questions.
• Apply basic diagnostic techniques to identify issues and propose solutions.
• Own end-to-end resolution of end-user issues and follow-up per process.
• Escalate to Remote Support Engineering, Field Engineering or other support groups when needed.
• Maintain call quality and response times per SLAs and KPIs.
• Log incidents in the ITSM tool and keep case records updated.

Conhecimentos

Strong verbal and writtencommunication

Customer service orientation

Problem-solving

Ferramentas

Jira Service Desk

Windows Server

Descrição da oferta de emprego

Talent Search Technology is seeking a Technical Helpdesk Coordinator Level 1 in Bari, Apulia, Italy. This permanent, onsite role is the first point of contact for end users, handling phone, chat, email and web-based reports, performing initial diagnostics and remote troubleshooting.

You will own the resolution process up to closure, escalate when necessary, and log all incidents in the ITSM system, ensuring calls meet defined SLAs and KPIs. Strong communication skills are essential.