Service Desk Associate

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78gd6o

We're Hiring: Service Desk Associate
Location: Bari, Italy (Full-time, 5 days/week On-site)
Employment Type: Permanent / Fixed-Term Contract
Mandatory Skills: Jira Service Desk, Windows Server, General Service Desk Operations
About the Role
Are you a tech-savvy problem solver who thrives on delivering exceptional customer experiences? We are seeking a dedicated Service Desk Associate to join our team in Bari. In this role, you will serve as the primary point of contact for all technical issues, providing first-line support for hardware, operating systems, and applications.
If you have a knack for remote troubleshooting and a passion for end-to-end ownership of technical resolutions, we want to hear from you
Key Responsibilities
First-Line Support: Act as the first point of contact for end-users reporting technical issues via phone, chat, email, or web.
Troubleshooting: Perform remote troubleshooting using diagnostic techniques and pertinent questions to identify and resolve common failures.
Ticket Management: Log, categorize,



and maintain thorough records of all incidents and requests within the ITSM tool from start to resolution.
SLA Adherence: Maintain call quality and response times strictly adhering to agreed SLAs and KPIs.
Escalation & Collaboration: Promptly allocate unresolved or complex issues to the appropriate Remote Support Engineering, Field Engineering, or internal support teams.
Knowledge Sharing: Identify new issues and actively contribute to the development of our internal Knowledge Base.
Hardware & Software Maintenance: Install, modify, and repair computer hardware and software as needed.
Customer Experience: Build excellent rapport with end-users by ensuring timely updates, clear communication, and a positive support experience.
What We Are Looking For
Experience: 2–5 years of relevant experience working as a Helpdesk / Service Desk Associate.
Technical Setup: Strong exposure to handling desktop and application issues in a remote support environmen

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78gd6o