It Service Desk Coordinator

2 mesi fa

Bolzano, Italia Oberalp A tempo pieno

The Oberalp Group is a management driven family business - a house of brands that creates high quality technical mountaineering products. We have 6 own brands Salewa, Dynafit, Pomoca, Wild Country, Evolv and LaMunt. As an exclusive partner of other brands in the sports sector we offer our entire know how in communication, sales and image building.
We are a team of 900 employees in 10 countries worldwide – a group of adventurers and dreamers, mountaineers, looking for their next peak.

We are looking for a highly motivated Service Desk Coordinator to join our Group Business Processes & IT Department in sharing with us the journey of a deep transformation that positions both core and customer-facing technologies as key drivers to make it happen.
You will be responsible for managing all procedures related to the identification, prioritization and resolution of incidents and service requests, including the monitoring, tracking and coordination of Service Desk matters. You will manage a team of IT Specialists and ensure users receive the support they require and monitor operations to make sure tickets are addressed in a timely manner.

Tasks & responsibilities

Management and coordination of the IT Service Desk team

Overseeing the procurement, installation, maintenance and support of IT software, hardware and communication systems

Organization and delegation of work orders to the appropriate IT Services staff member based on role and work order load

Management of escalations and ensuring any issues are resolved in a timely manner

Escalation of work orders to second level IT support and third level IT support as required

Analysis of performance of Service Desk activities and make recommendations to improve operational efficiency

Generate reports based on service level agreements and required metrics

Profile

Bachelor/Master's degree in computer science, information technology, or a related field

Experience in the position

Experience in analyzing, diagnosing and resolving user incidents

Strong technical background

Excellent analytical and troubleshooting skills

Have a positive attitude to customer problems and incidents in a high-pressured environment

Excellent leadership and people management skills

Strong customer service skills

Join us and become part of an inspired team in an international house of brands, focused on the mountain and performance sports industry.

We offer:

Flexible Office Time

Extended Parental Leave and Company Kindergarten (in Bolzano HQ)

Thrilling company activities, free Climbing Hall in Bolzano HQ

Company Canteen with fresh and seasonally prepared food

A variety of training & development opportunities

Generous product discounts

Workplace: Bolzano, Milano, Montebelluna

If you are interested to work in a challenging, international and dynamic environment then apply now

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