Italian IT Service Desk Agent
Greater Poland, Poznań
1 d. temu

Job Title

Italian IT Service Desk Agent (Level 1.5)

Department / Team / Location

Reports To

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
  • Requirements

    Skills / Attributes Required

  • 2 years IT Service Desk experience
  • Good technical troubleshooting skills
  • Vocational qualification (MCP or equivalent)
  • University level education
  • Fluent English
  • 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
  • Languages

  • The tasks and responsibilities described here shall be provided in English and Italian.
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