Service Desk Engineer - Italian Speaking

Connect44 GmbH; London; On-site; GBP 60,000 - 80,000

Job description

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