IT Service Desk Analyst

2 settimane fa

Milano, Italia HireOn Ltd A tempo pieno

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

Work Location: In person

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