Service Desk Support Specialist

3 giorni fa

Brindisi, Puglia, Italia Trigyn Technologies A tempo pieno

Job Title: Service Desk Technician

Job Summary:

We are seeking a highly skilled Service Desk Technician to join our team at Trigyn Technologies. As a Service Desk Technician, you will be responsible for providing technical support to our customers, analyzing and resolving incidents, and escalating issues when necessary.

Key Responsibilities:

  • Logging service calls and emails in the customer CRM system
  • Analyzing and dispatching incidents on supported services according to established operational procedures
  • Escalating user and support service requests when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents
  • Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements
  • Assisting in providing training for partner-supported applications
  • Producing Technical Documentation or User Manuals as required
  • Providing support outside normal working hours in case of emergencies
  • Providing standby and on-call support, and working in shifts as part of an extended service coverage scheme, if and when required

Requirements:

  • Graduation from secondary school supplemented by training in IT, preferably with diploma
  • Expert knowledge of English is required (written and verbal)
  • Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: MS SQL Server, SAP ERP
  • Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: O365 package, basic network troubleshooting
  • Knowledge of incident and request fulfilment tracking software
  • Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision
  • Understanding of Local and Wide Area Network concepts

Desirable Certifications:

  • Knowledge of IPSAS desirable
  • ITIL Certification (Important & very desirable skill however not compulsory)

About Us:

Trigyn Technologies is a leading provider of IT services and solutions. We are committed to delivering high-quality services to our customers and providing a supportive and collaborative work environment for our employees.

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