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.