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  • IdealStaffs

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 office@idealstaffs.com 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.


Required experience


  • 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.

  • ITIL Certification

Languages:

  • Expert knowledge of English is required (written and verbal)

  • Knowledge of Italian is desirable