Help Desk & Service Desk Operator

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7a18dq

Job Introduction **We’re looking for a**Help Desk & Service Desk Operator**, to reinforce the team in our Italy office!** **We look forward to meeting you!** Main Responsibilities
**Duties and Responsibilities**
- Accurately log and categorize all incidents and service requests
- Escalate unresolved or complex issues to second/third-line support teams in accordance with SLAs.
- Deliver clear, professional, and user-friendly communication throughout the support process.
- Troubleshoot and resolve complex incidents and problems.
- Acquire and analyse customer needs and problems, gathering and suggesting recommendations for new developing solutions
- Communicate effectively with end users, providing regular updates on issue resolution and status.
- Monitor and manage the service desk queue to ensure timely resolution and prioritization of tickets.
- Contribute to the continuous improvement of service desk processes and user satisfaction.
- Follow ITIL best practices for incident, request, and change management.
- Application monitoring and alarm analysis
- Provide innovative solutions to common problems
- Support testing and verification activities
- Generation and maintenance of Operational Procedures and work instructions **Skills and Attributes**:
**Technical skills;**
- Good knowledge of Trouble Ticketing Systems (Remedy, ServiceNow, OTRS)
- Familiarity with ITIL framework and incident/problem management tools (e.g., ServiceNow, OTRS, KIX) and ITIL best practices
- Knowledge of Microsoft Office tools
- Excellent troubleshooting skills with the ability to diagnose complex issues under pressure.
- Technical Certifications are an asset **Personal Skills**: - Fluent in English Language (both written and spoken)
- Strong communication and customer service skills.
- Ability to manage multiple tasks and priorities effectively and working under pressure
- Capacity of achieving schedule and milestones
- Proactive problem solving attitude
- Ability to work in a team and to share and acquire knowledge




- Willingness to travel abroad for short-term periods **Knowledge and Experience (minimum requirements)**
- At least 2 years experience in user support roles **Preferable**:
English Certification
- B1) About The Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe. **Women in Aerospace**
We prioritize Diversity and Inclusion, actively supporting initiatives such as Women in Aerospace Europe, which champions opportunities, development, and visibility for women in the Aerospace sector.
- For more information_ : Women in Aerospace Europe / Supporting women in STEM **We are diverse and inclusive organisation** At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant. In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
- If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team_ **Important** Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
- Please contact the recruitment team if needed_ **Data Protection**:
For more information on how the personal data is processed, please see the link Data Protection policy here. Package Description
**_ Joining Serco Italy’s amazing team offers:_**
- Competitive Salary
- Great career opportunities
- Corporate Benefits Package
- International environment
- Possible hybrid work

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7a18dq