Job Description

As an IT Helpdesk Analyst, you will perform a support role for Italian-speaking customers on helpdesk queries, equipment configuration, backup maintenance, and software installing/de-installing. Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding clients through corrective steps.

Daily Activities: . Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers . Route problems to internal support group . Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge . Administer and provide User Access to various systems . Use the Call Tracking System to document and manage problems, work requests, and their respective resolutions and circumventions.

Tasks: . To maintain high login Efficiency (Availability) for customers. . To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone email or chat within agreed SLA of ticket volume and time. . To update work logs and follow shift or escalation processes to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd-level IT support staff as the case be. . Work on value-adding activities such as Knowledge base update and self-development. . To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies. . To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, or Reopen Cases.

Soft Skills: . Excellent communication and conversation skills (both verbal and written) . Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations . Ability to acquire new information quickly and the willingness to do so at all times Technical Requirements: . Understanding of the IT environment and readiness to learn new processes and technologies . Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, and PC hardware ITIL knowledge would be an asset Language Requirements: . Excellent communication skills in Italy (oral and written) . Knowledge of English at B2 level at least