It Service Desk Analyst - Cesano Moderno Bardi

It Service Desk Analyst - Cesano Moderno
Bardi
Emilia Romagna, Bardi

Position: IT Service Desk Analyst

Location: Cesano Maderno, Italy

Employment type: Full-time

Remuneration: 29000 - 31000 euro gross/year

**DUTIES AND RESPONSIBILITIES**:

- Ensure that issues are resolved within ticket life cycle

- Coordinate between users and resolver groups if necessary

- Handle Incidents and escalations

- Manage multiple assignments simultaneously without any / mínimal guidance or help from seniors or peers team members

- Adhere to clients' procedures, policies and guidelines

- Adhere to all task-related KPIs to avoid business impact

- Ensure that breaks are pre-approved by SME, Team Leader or Manager

- Escalate unresolved calls to the resolution support team

- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.

**REQUIREMENTS**:

- C1 level Italian language skills in combination with B2 English language

- At least 6 months of experience in similar tasks

- Level of expertise L1 - L2 On-site or Remote Support

- Excellent communication skills and telephone manner.

- Application Support: Prior experience in Application support/Software development, IT Service Desk

- Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk

- Optional certifications ITIL, MCSE, Software Development/Application support

- IT Awareness: Understanding of SDLC, database technology, OS components would be useful

- ITIL: Knowledge of ITIL processes and procedures would be an added advantage

- Optional SAP Application Support experience

- Self-motivated achiever who gains satisfaction from providing excellent customer service

- Problem solving abilities, strong logical analytics.

**BENEFITS**:

- Multicultural environment

- Chance to be part of a growing organization

- Competitive compensation package

- Wide range of training and certifications available for career development

**Salary**: €29, 000. 00 - €31, 000. 00 per year