Desktop Support Specialist

5 giorni fa

Pinerolo, Italia Quickparts A tempo pieno

QuickParts is actively recruiting for a new Desktop Support Professional to join our Service Desk Team in Pinerolo, Italy. This is a work from home opportunity that will also be required to perform on-site work as needed to QuickParts Regional sites in High Wycombe England, Le Mans France and Babenhausen Germany.

The Desktop Support Professional is tasked with resolving PC-related issues assigned via ticket and responsible to receive live hand off calls from Analysts or escalated tickets which require a deeper understanding of PC troubleshooting knowledge and/or higher priority requests such as “Owner escalations”.

This person is also responsible for going on-site, to multiple locations, and working with the end users to resolve tickets that have been escalated from the Service desk. This is a very well-rounded individual technically as they will handle break/fix tickets and project related tasks, while being able to provide exceptional customer service.

**Essential Duties and Responsibilities**:

- A high touch customer focused approach to IT Support Services.
- Diagnosis and troubleshooting issues for Windows and MacOS.
- Diagnosis and troubleshooting of networking issues, wired and wireless.
- Add/Move/Change User Accounts in Active Directory and Office 365.
- High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.
- A willingness to engage with customers, at every level of technical ability, in addition understanding their business goals and help us enable them to succeed.

**Additional Duties and Responsibilities**:

- Provide exceptional services to increase customer satisfaction.
- Ability to work within a team and communicate effectively at all levels of the organization.
- To escalate and manage issues that cannot be completed within agreed service levels.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for full documentation of tasks, and meeting of commitments.
- Service awareness of all organization's key IT services for which support is being provided.
- Interact with vendors to support hardware and software.
- 1-3 years of experience supporting an Active Directory environment.
- Microsoft or CompTIA technical certifications are a plus
- Exceptional ability to research and troubleshoot technology problems
- Ability to prioritize and handle multiple tasks
- Excellent written and verbal skills
- A successful background check, drug screening and technical interview.

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Customer support: 3-5 year (preferred)
- Windows: 3-5 year (preferred)

Work Location: One location with some travel other EU locations (France, England, Germany)

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