Service Desk Agent
3 settimane fa
Finalità
Il Service Desk Agent riceve richieste di assistenza per problemi hardware o software; richiede all’utente tutte le informazioni necessarie per valutare in modo corretto la natura del problema, individuare cause e procede, ove possibile, alla risoluzione.
Se necessario, interviene con strumenti di diagnostica e condivisione remota del desktop per assistere il cliente e per verificare il corretto funzionamento dei sistemi e dei programmi.
La posizione svolge lavori che comportano una specifica e adeguata capacità professionale acquisita mediante approfondita preparazione teorica e tecnico pratica comunque conseguita.
Ambito/i di riferimento: Il contesto in cui opera questa figura è generalmente un ufficio direzionale all’interno del Ministero dei Beni Culturali.
Collocazione/i organizzativa/e: Collaborerà alle strette dipendenze del Responsabile Gestione Operativa.
Competenze e attività specifiche
- Rispondere alle richieste e ai problemi dell’utente
- Risolvere o diminuire a gli incidenti e ottimizzare le performance del sistema rispettando i livelli di servizio predefiniti (SLA).
- Effettuare il monitoraggio sugli esiti della soluzione e la risultante customer satisfaction.
- Controllare e organizzare in modo efficiente le modifiche software o hardware per prevenire
- aggiornamenti multipli che creano esiti imprevedibili.
- Minimizzare le interruzioni del servizio conseguenti ai cambiamenti e aderisce ai service level
- agreement (SLA) definiti. Garantisce conformità e il rispetto delle procedure di sicurezza delle
- informazioni.
- Garantire l’erogazione dei servizi in conformità con i livelli di servizio stabiliti (SLA)
- Effettuare il deployment di un sistema di conoscenza basato sulla ricorrenza di errori comuni.
- Ottimizzare le performance di sistemi e componenti.
Requisiti:
- Diploma di scuola superiore di tipo tecnico e/o percorso di formazione/certificazione in ambito informatico
- esperienza lavorativa svolta in ruoli analoghi di almeno 6 mesi
Tipo di contratto: Contratto a Tempo Determinato con possibilità di trasformazione a tempo indeterminato secondo le previsioni di legge in materia
Luogo di lavoro: Venezia
L’inserimento del CV nella piattaforma è necessario ai fini di una valutazione dei requisiti previsti per il ruolo ed esplicitati nell’annuncio di selezione. Tutte le dichiarazioni saranno rese dai partecipanti alla presente procedura ai sensi del d.p.r. 445 del 2000.
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