Service Desk Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8dqihh

We have one open position of Service Desk Specialist with one of our client based in Bari, Italy. This is a Permanent/Fulltime role. Below is the full job description for your reference.

Role: Service Desk Specialist

Mode: Permanent/Fulltime

Location: Bari, Italy

Fully onsite role

Role Summary
- 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
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
- Maintains records informs users about the process and advises relevant persons of actions taken
- Adhere to the documented policies and procedures
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Engages other support teams or resources as when appropriate to resolve tickets
- Use appropriate CTI classification for incidents and requests
- Create a positive end user experience and

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8dqihh