13 ott - Bari
Altro
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 for your reference.
Role: Service Desk Specialist Mode: Permanent/Fulltime Fully onsite role 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 Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups 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 Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate 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 Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates Maintain confidentiality with regards to client customer information adhere to the NDA guidelines Identify new issues and contribute to Knowledge Base development Install modify and repair computer hardware and software Candidate Profile Minimum 03 years of relevant experience working as Helpdesk Associate Should possess basic understanding of ITIL Practices Jira Service Desk, Servicedesk, Windows Server
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