Service Desk Technician (Brindisi, Italy)
Client: United Nations
Location: Brindisi, Italy
Estimated Start Date: ASAP
To apply for this position, please send your resume at firstname.lastname@example.org referencing the job title. Applications from women are particularly encouraged.
IdealStaffs Consulting is looking for a candidate with strong implementation, support and troubleshooting experience in large operational environments of Service Desk infrastructure.
Also it may be requested to provide ‘stand-by’ services during weekends, holidays and outside of the normal working hours.
Duties and Responsibilities
Logging service calls and emails in the customer CRM system;
Analysing and resolving incidents on ICC supported services according to established operational procedures;
Escalating user and support incidents when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents;
Monitoring and informing customers of outages, known errors and progress if these cannot be resolved at point of call;
Assisting in developing or improving technical service policies or technical documentation;
Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements;
Assisting in providing training for ICC partner supported applications;
Producing Technical Documentation or User Manuals as required;
In case of emergencies, providing support (either on-site or remotely using VPN connectivity) outside normal working hours;
Providing standby and on-call support, and working in shifts as part of ICC’s extended service coverage scheme, if and when required;
Performing other duties as required.
Graduation from secondary school supplemented by training in IT, preferably with diploma.
Good knowledge, at a level of providing tier 1 support to users, on least one of the following: MS SharePoint, MS SQL Server, SAP ERP.
Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: LDAP, MS Outlook, Exchange, MS Office Suite, SharePoint, BI applications, BO reporting, basic network troubleshooting.
Knowledge of incident and request fulfilment tracking software.
Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision.
Understanding of Local and Wide Area Network concepts.
Knowledge of IPSAS desirable.
Expert knowledge of English is required (written and verbal)
Knowledge of Italian is desirable