Service Desk English+ Italian

Job Description Service Desk L1 Engineer

Required Communication Skills English Italian

The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails

L1 Technical Support

Handling all the Inbound calls chat and emails in service desk

Manage tickets that L1 engineers need assistance

Handling Basic L1 queries from end users

Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures

Diagnose and quickly resolve a wide range of Windows applications issues

Good troubleshooting knowledge on internet and VPN issues

When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System

Install upgrade support and troubleshoot for printers related computer hardware

Knowledge of Citrix and VPN

Customize

configure desktop hardware to meet specifications and business standards

Email account administration ie account creation and management and distribution lists on Office 365

Robust queue management ability

User account administration ie account creation and management and password resets on Active Directory

Familiarize end users on basic software hardware and peripheral device operation and solve basic queries

Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool

Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications

Good understanding of computer systems mobile devices and other tech products

Efficiently manage technical escalations

Good knowledge on Incident Management

Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams

Provide OnCall support at times when required

Customer Focus

Providing timely and accurate resolution of technical issues experienced by the Users

Excellent communication skills

Must be able to demonstrate a customer first approach to support

Identify and escalate severe issues which could cause production impact

Natural aptitude for trouble shooting problem solving

Have solid experience in a helpdesk or technical support environment

Excellent skills on managing queues in service desk

Technical Skillset Good to Know

Active Directory

Citrix

O365

Microsoft Windows

Mobile Operating Systems AndroidiOS

SharePoint

Knowledge of LaptopDesktopTablet issues

VPN Troubleshooting

Mobile Device Management

Excel Reporting Good to have

Required Background Experience

Any Graduate

03 years in a service desk environment

Hands on experience working in ITSM tools like Service Now Remedy etc