Help Desk Desktop Support Firenze

Help Desk Desktop Support
Firenze
Toscana, Firenze

Desktop Supporto Fully onsite jobo Work location: Florence, Italyo Start Date: Immediateo Languages required : English and Italian both are mandatoryo Type of employment: PermanentJD - 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 manualsRequirements: - 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