Posted:3 days ago|
Platform:
Work from Office
Full Time
Key Responsibilities: 4 - 6 yrs. Italian language proficiency is required. Act as the first point of contact for end-users via phone, email, chat, or ticketing system. Log, track, and manage incidents, service requests, and escalations in the ITSM tool. Provide remote troubleshooting for desktops, laptops, applications, network, and other IT-related issues. Ensure timely resolution of issues within agreed SLA timelines. Escalate unresolved or complex issues to higher support levels as per defined processes. Provide status updates and follow-up with users until ticket closure. Maintain detailed documentation of issues, resolutions, and knowledge base articles. Contribute to process improvement initiatives to enhance service quality and efficiency.
Roles and ResponsibilitiesWe are seeking a proactive and customer-focused Service Desk Analyst with strong English communication skills to provide first-level technical and functional support to end-users. The ideal candidate will have prior experience in IT support or service desk environments, with the ability to troubleshoot, resolve issues efficiently, and ensure high-quality service delivery.
ITC Infotech
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