Italian IT Service Desk Agent (Level 1.5)
Department / Team / Location
IT Service Desk Team Leader & Service Delivery Manager
Summary of Role
To provide first line service desk support to external customers, assisting them with hardware and software problems via phone, or email or other communication solutions (Eg.
Chat, self service Portal).
The IT Service Desk Agent is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in transcosmos's agreements with customers, in the languages described in this document.
In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies.
Key Tasks and Responsibilities
To provide 1st line technical support; answering support queries via phone and email, or other communication solutions (Eg.
Chat, self service Portal) in Italian language.
Provide high level professional IT services in an efficient manner
Maintain a quality business relationship with all customers
Make effective use of procedural, informational, and technical documentation
Share knowledge with other team members as appropriate.
Duties and Responsibilities
To provide 1st line technical support; answering support queries via phone and email
To maintain a high degree of customer service for all support queries and adhere to allservice management principles
To take ownership of user tickets or problems and be proactive when dealing with user issues
To log all calls / chats / emailin the ticket logging system and document all actions performed related to the ticket.
Respond to enquiries from clients and help them resolve their hardware or software problems
Continuously monitor incoming customer contacts including those made by any of the media available to transcosmos's customers
Continuously monitor outstanding calls or tickets and ensure that provision is made in case of your absence
Support users in the use of computer equipment by providing necessary training and advice
To allocate more complex calls to the relevant IT Support team member
Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by transcosmos and transcosmos's customers
Identify any service related issues and escalate to the Team Leader
To provide assistance with ad hoc task from Team Leader or SDM that will help fulfil service delivery
Skills / Attributes Required
2 years IT Service Desk experience
Good technical troubleshooting skills
Vocational qualification (MCP or equivalent)
University level education
Fluent Italian (knowledge in Spanish is a plus)
Excellent customer service skills
Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
Experience of using tickets logging systems
Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers / copiers.
Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint at least to version of Office 2010
Good understanding of PC hardware set-up and configuration.
Good personal organisational skills
Good attention to detail
Ability to empathise with customers
Ability to effectively gauge urgency of incident / request
Ability to build effective working relationships at all levels
Excellent problem solving skills
Ability to apply creativity to resolving incidents / requests
Willing to work on shifting schedule
The tasks and responsibilities described here shall be provided in English and Italian.