ph3Role: Service Desk Engineer /h3 h3Mode: Fulltime/Permanent /h3 h3Location: Bari, Italy(Fully onsite) /h3 h3Language: Italian and English /h3 h3Job Description: /h3 h3Responsibilities /h3 ul liFirst point of contact for all end user reporting technical issues over the phone Chat or email or web /li liResponsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees /li liPerforming remote troubleshooting through diagnostic techniques and pertinent questions /li liApplies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures /li liTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements /li liEscalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups /li liMaintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs /li liLog all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions /li liAdvise users on appropriate course of action /li liMonitor issues from start to resolution /li liResponds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate /li liMaintains records informs users about the process and advises relevant persons of actions taken /li liAdhere to the documented policies and procedures /li liPass on any feedback or suggestions by customers to the appropriate internal team /li liEngages other support teams or resources as when appropriate to resolve tickets /li liUse appropriate CTI classification for incidents and requests /li liCreate a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates /li liMaintain confidentiality with regards to client customer information adhere to the NDA guidelines /li liIdentify major incidents and invoke the major incident management process /li liIdentify new issues and contribute to Knowledge Base development /li liInstall modify and repair computer hardware and software /li /ul h3Required /h3 ul liCandidate Profile: Minimum 25 years of relevant experience working as Helpdesk Associate /li liShould possess basic understanding of ITIL Practices /li liShould have strong verbal written communication and interpersonal skills /li /ul h3Skills /h3 ul liExposure to handling desktopapplication issues in a remote support setup /li liShould have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc /li liGood interpersonal organization and customer services skill /li liJira Service Desk, Servicedesk, Windows Server /li /ul /p #J-18808-Ljbffr

📌 Service Desk Specialist (Bari)
🏢 Thrive IT Systems
📍 Bari