Help Desk Desktop Support Firenze

Help Desk Desktop Support
Firenze
Toscana, Firenze

Desktop Support o Fully onsite job o Work location: Florence, Italy o Start Date: Immediate o Languages required : English and Italian both are mandatory o Type of employment: Permanent JD- Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams. - Address user tickets regarding hardware, software and networking- Walk customers through installing applications and computer peripherals- Ask targeted questions to diagnose problems- Guide users with simple, step-by-step instructions- Ensure that incidents and requests are handled according to customer needs and priorities. - As needed, escalate tickets. - Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values. - Perform overtime duties when necessary- Conduct remote troubleshooting- Test alternative pathways until you resolve an issue- Record technical issues and solutions in logs- Direct unresolved issues to the next level of support personnel- Follow up with clients to ensure their systems are functional- Report customer feedback and potential product requests - Help create technical documentation and manuals Requirements:- Speaks fluent Italian and have intermediate English speaking skills- 3+ years of hands on experience in Desktop Support- Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding- Experienced in troubleshooting hardware and software issues- Experience in ITIL process, maintaining SLA's, CSAT's and Service Now- Experience of providing VIP support is desirable- Must be willing to travel to other customer locations within Italy as required