Service Desk Technician

TN Italy; Brindisi; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dedicated support resource to enhance their service desk operations. This role involves logging service requests, providing Tier 1 support for various applications, and ensuring timely resolution of incidents. Ideal candidates will possess strong IT training, excellent communication skills, and the ability to work under pressure. With opportunities to assist in training and documentation, this position is perfect for those looking to grow their technical skills in a dynamic environment. Join a team that values proactive support and continuous improvement.

Competenze

• Graduation from secondary school with IT training, preferably with a diploma.
• Expert knowledge of English (written and verbal).

Mansioni

• Log service calls and emails in the customer CRM system.
• Analyze and dispatch incidents on supported services.
• Assist in updating the technical information database.

Conoscenze

IT Training

English Proficiency

MS SQL Server Support

SAP ERP Support

O365 Support

Network Troubleshooting

Incident Tracking Software

Interpersonal Skills

LAN and WAN Understanding

Formazione

Secondary School Graduation

IT Diploma

Descrizione del lavoro

Job Responsibilities

1. Log service calls and emails in the customer CRM system.
2. Analyze and dispatch incidents on supported services according to established operational procedures.
3. Escalate user and support service requests when necessary to ensure timely resolution, and employ measures to prevent recurrence of incidents.
4. Assist in updating the technical information database, the Service Desk knowledge base, workflows, procedures, and operating level agreements.
5. Assist in providing training for partner-supported applications.
6. Produce technical documentation or user manuals as required.
7. Provide support in emergencies (on-site or remotely via VPN) outside normal working hours.
8. Offer standby and on-call support, working in shifts as part of extended service coverage if needed.
9. Perform other duties as required.

Required Technical Skills

The resource MUST have the following skills and experience:

• Graduation from secondary school with IT training, preferably with a diploma.
• Expert knowledge of English (written and verbal).

The resource SHOULD have the following skills and experience:

• Good knowledge to provide Tier 1 support on at least one of the following: MS SQL Server, SAP ERP.
• Good knowledge to provide Tier 1 support on at least one of the following: O365, basic network troubleshooting.
• Knowledge of incident and request tracking software.
• Excellent telephone manners, interpersonal skills, and ability to work under pressure with minimal supervision.
• Understanding of LAN and WAN concepts.

Desirable Certifications

• Knowledge of IPSAS is desirable.
• ITIL Certification is highly desirable but not mandatory.