Technical Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78g27w

Role-IT Technical Support
Mode-5 days from Office
Location-Bari, Italy
Mode- Permanent
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Mandatory Skills : Jira Service Desk, Service desk, Windows Server, Azure
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 andor applications for customers andor 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: Minimum 2 to 5 years of relevant experience working as Helpdesk Associate
- Should possess basic understanding of ITIL Practices
- Should have strong verbal written communication and interpersonal skills
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- Required Exposure to handling desktop application issues in a remote support setup
- Should have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc
- Good interpersonal organization and customer services skills

Additional Professional
- Certifications ITIL Foundation Certification is an advantage
- Certification on any technical front O365 Azure Windows etc wo

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78g27w