Service Desk Analyst

Talent Search Technology; Puglia; On-site; EUR 18,000 - 28,000; Full time

Job summary

Talent Search Technology in Bari, Italy is seeking a Technical Helpdesk Coordinator Level 1 to act as the first point of contact for end users, providing frontline IT support for hardware, OS, and applications. The role requires remote troubleshooting and ownership of end user issues through to resolution in alignment with SLAs.

Candidates should have 3 years of relevant helpdesk experience, a basic understanding of ITIL practices, and strong written and verbal communication.

Qualifications

• 3+ years of relevant experience in a Helpdesk/IT support role.
• Basic understanding of ITIL practices.
• Strong verbal and written communication skills.

Responsibilities

• Be the 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 using diagnostic techniques and targeted questions.
• Diagnose issues, investigate causes and recommend solutions for common failures.
• Own end-to-end resolution of user issues and follow-up as required by process.
• Escalate to Remote Support Engineering or Field Engineering when needed.
• Maintain call quality and response times per SLAs and KPIs.
• Log incidents in the ITSM system and keep records up-to-date.

Skills

Helpdesk experience

ITIL knowledge

Communication skills

Tools

ITSM tool

Job description

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