Service Desk Analyst

Talent Search Technology; Puglia; Vor Ort; EUR 22.000 - 30.000; Vollzeit

Benefits dieser Stelle

Permanent contract

On-site work in Bari

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Strong verbal and writtencommunication

Customer service orientation

Problem-solving

Tools

Jira Service Desk

Windows Server

Jobbeschreibung

Role- Technical Helpdesk Coordinator Level 1

Location-Italy Bari, Apulia (5 days Onsite)

Job Type: Permanent

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 and or applications for customers and or 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

Required

Candidate Profile 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

Skills : Jira Service Desk, Service-desk, Windows Server