Desktop Support

Our client, a leading global IT service provider,is recruiting for Desktop Support  to join their business in Italy.

Job Description:

• Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.

• Address user tickets regarding hardware, software and networking

• Walk customers through installing applications and computer peripherals

• Ask targeted questions to diagnose problems

• Guide users with simple, step -by -step instructions

• Ensure that incidents and requests are handled according to customer needs and priorities.

• As needed, escalate tickets.

• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.

• Perform overtime duties when necessary

• Conduct remote troubleshooting

• Test alternative pathways until you resolve an issue

• Record technical issues and solutions in logs

• Direct unresolved issues to the next level of support personnel

• Follow up with clients to ensure their systems are functional

• Report customer feedback and potential product requests

• Help create technical documentation and manuals

Requirements

• Speaks fluent Italian and have intermediate English speaking skills

• 3+ years of hands on experience in Desktop Support

• Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding

• Experienced in troubleshooting hardware and software issues

• Experience in ITIL process, maintaining SLA's, CSAT and Service Now

• Experience of providing VIP support is desirable

• Must be willing to travel to other customer locations within Italy as required

If you know of anyone within your network who may also be interested in this position,would you please forward this ‘Email & Role’ to them.

Please note:

1. That we do all we can to respond to all applications but if we have not contacted you within 2 days following your application - its likely we have not shortlisted your CV for the position.

2. Manning Global cannot consider your application for this role if you are working for the customer we are recruiting for

3. If you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you.

4. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the originator of the message. Any views expressed in this message are those of the individual sender.

Group Head Office

Manning Global AG

Hohenzollernstraße 60, 80801 Munich, Germany

Sitz der Manning Global AG: München, HRB 170058 Amtsgericht München, Vorstandsvorsitz: Rachael Manning

Munich/ Dusseldorf/ Bonn (DE) – Dublin (IRE) – Liverpool (UK) – Zurich (CH) – Lille (FR)  – Changzhou (CN)  – New York/ Houston (USA) – Zagreb (HR) – Timișoara (RO) – Madrid (ES) – Istanbul (TR)