IT Service Desk Analyst

Position: Italian IT Service Desk Analyst

Location: Cesano Maderno, Italy

Employment type: Full-time

Remuneration: Base salary + performance bonus.

**DUTIES AND RESPONSIBILITIES**:

- Ensure that issues are resolved within ticket life cycle
- Co-ordination between users and resolver groups (if necessary)
- Incident handling and escalation management
- Work independently and within a team
- Communicate well with internal and external contacts
- Manage multiple assignments simultaneously without any / mínimal guidance or help from seniors or peers team members
- Strong problem resolution skills
- 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

**REQUIREMENTS**:

- C1 level Italian language skills in combination with excellent English language
- Excellent in verbal & written communication
- Certifications (Optional) ITIL, MCSE, Software Development/Application support
- Previous experience as 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
- Knowledge of ITIL processes and procedures would be an added advantage
- Should be a self-motivated achiever who gains satisfaction from providing excellent
customer service

**BENEFITS**:

- Excellent remuneration package
- Be part of a dynamic and creative team with a positive and friendly atmosphere
- Guidance and tools to reach your full potential