Vacancy: Italian 1st Line Technical Support 24x7



With guidance and support from the Service Desk Manager and Directors within the Business, the successful candidate will be expected to carry out a mixture of business as usual and project work for the support desk.


Duties and responsibilities

  • Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team demonstrates knowledge of non-standard situations.

  • Identify and investigate complex problems to diagnose underlying causes and help customers to recover and continue operation

  • For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures

  • Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily

  • Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identifying and addressing through training any knowledge/skills gaps.

  • Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.


Qualifications


  • GCSE’s Grade A* - C:

  • Maths, English and ICT skills and experience with Word and Excel

  • Fluent Italian Speaking


Skills & Experience


  • Have experience of a Technical Support Desk

  • Have the ability to communicate with staff at all levels

  • Hardware and software deployment experience

  • Good attention to detail

  • Mature in outlook

  • Discrete

  • Organised and able to prioritise tasks

  • Confident and excellent communication skills with a professional telephone manner

  • Ability to demonstrate a practical approach when faced with problems or challenges

  • Must be committed and willing to learn

  • Enthusiastic and Self-Motivated

  • Excellent timekeeping, reliable and trustworthy


Job Type: Fulltime


Benefits:


  • Company pension

  • On-site parking

  • Private medical insurance


Schedule:

  • 12-hour shift

To apply and for more information go to the Indeed listing



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