Service Desk Engineer - Italian Speaking
Connect 44 is currently hiring for a Service Desk Engineer to join our client in London. The role requires Italian speakers. Employment Type: Permanent The IT Service Desk will provide first and second-line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There are also a range of administration duties within this role. Act as a single point of contact for phone calls, tickets, and emails from staff regarding IT issues and queries Resolve incidents based on 2nd/3rd line of support (including vendors) coordination Handling end-user service requests from reception until closure Escalate unresolved calls to the relevant Resolver Group Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner Maintain a high degree of customer service for all support queries and adhere to all service management principles Provide stats for the weekly Service Desk report on call trends and quality Publish support documentation to assist staff with requests for information Arrange for external technical support where Incidents cannot be resolved in-house Maintain an Asset Database and track changes Support the Problem Management process by providing input for problem tickets, based on occurred incidents Support the Configuration Management process by updating CMDB based on incidents Report on relevant KPIs in relationship to the agreed levels Incident Management experience - Managing incidents including business expectations and communication Strong knowledge of Microsoft-based operating systems and applications You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Analytical thinking and task performing Excellent organizational skills Experience with ITIL service management or other standard IT practices are considered a plus
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Connect 44 is currently hiring for a Service Desk Engineer to join our client in London. The role requires Italian speakers. Employment Type: Permanent The IT Service Desk will provide first and second-line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There are also a range of administration duties within this role. Act as a single point of contact for phone calls, tickets, and emails from staff regarding IT issues and queries Resolve incidents based on 2nd/3rd line of support (including vendors) coordination Handling end-user service requests from reception until closure Escalate unresolved calls to the relevant Resolver Group Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner Maintain a high degree of customer service for all support queries and adhere to all service management principles Provide stats for the weekly Service Desk report on call trends and quality Publish support documentation to assist staff with requests for information Arrange for external technical support where Incidents cannot be resolved in-house Maintain an Asset Database and track changes Support the Problem Management process by providing input for problem tickets, based on occurred incidents Support the Configuration Management process by updating CMDB based on incidents Report on relevant KPIs in relationship to the agreed levels Incident Management experience - Managing incidents including business expectations and communication Strong knowledge of Microsoft-based operating systems and applications You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Analytical thinking and task performing Excellent organizational skills Experience with ITIL service management or other standard IT practices are considered a plus
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