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  • Writer's pictureIdealStaffs

Service Desk Technician (Brindisi, Italy)

Category: Contractor via IdealStaffs

Client: United Nations

Location: Brindisi, Italy

Type: On-site

Teleworking: Up to 2 days per week (in accordance with the team)


To apply for this position, please send your resume at office@idealstaffs.com referencing the job title.


IdealStaffs Consulting is looking for a Service Desk Technician to deliver on-going support and administration to one of our clients in Brindisi, Italy a United Nations organization.


On call requirements:

  • The standard work day is 8 hours per day with the possibility of overtime (compensated) to cover weekends, holidays an to cover standard out of hours work.

  • Perform 7 x 24 on call support , one week per month (rotation is subject to the number of team members)

Duties:

The successful candidate will:

  • Logging service calls and emails in the customer CRM system;

  • Analyzying and dispatching incidents on supported services according to established operational procedures;

  • Escalating user and support service requests 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 UN partner supported applications;

  • Producing Technical Documentation or User Manuals as required;

  • In case of emergencies, providing outside normal working hours;

  • Providing standby and on-call support, and working in shifts as part of UN’s extended service coverage scheme, if and when required;

  • Performing other duties as required.


Required Technical Skills:


The consultant MUST have the following skills and experience:

  • Knowledge, at a level of providing tier 1 support to users, on at least one of the following: MS SQL and SAP ERP.

  • Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: O365 package, 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


Required Soft Skills:

  • Customer facing experience and oral communication skills

  • Ability to write documentation & reports

  • Creativity/ ability to find innovative solutions

  • Willingness to learn on the job


Desirable certifications:

  • Knowledge of IPSAS desirable

  • Secondary school degree

  • ITIL certification

  • Customer excellence certification



To apply for this position, please send your resume at office@idealstaffs.com referencing the job title.




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