IT SERVICE DESK ANALYST – ITALIAN AND ENGLISH

Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal—to create groundbreaking solutions that leave our world in a better place than we found it. Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure. A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide. Together, we’re changing the world, and we have all the resources to help you achieve your professional goals. Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.

- University studies, preferable in IT domain.
- 1-2 years’ experience in technical support via phone (call-center model).
- 1-2 years’ experience working with Microsoft operating systems and applications.
- Work experience with Microsoft products as: Exchange 2000/2003, Microsoft Office (including Outlook).
- Experience to train end-users via phone on how to work with hardware and software systems.
- Experience in supporting PDAs (Blackberry, iOS devices).
- Hardware knowledge including laptops, desktops and servers.
- Excellent skills of written and verbal communication in English and Italian - Mandatory.

- Provides primary IT technical support for a community allover Emerson, in respect of agreed SLAs, based on the four levels of impact;
- Handles a number of 3 communication channels, to receive our customers’ issues/requests (e-mail, telephony, and self-registered).
- Provides basic troubleshooting steps, gathers relevant data from users in order to route the issues to the responsible workgroups;
- Researches hardware and software problems for end users by applying standard procedures and best practices; Among others, the following items will be supported:
o Account requests;
o Microsoft Office Products;
o Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.);
o VPN Connectivity ;
o Windows Environment;
o Blackberry and iOS devices support;
o Hardware such as Laptops, Desktops, Peripherals, etc.
- Ensures that Emerson IT Shared Service's Service Level Expectations are maintained;
- Provides users with updates as requested and documents them in the service ticket.
- Based on routing documents, routes and/or escalates more complex requests to the appropriate support workgroup providing case documentation and significant information regarding performed steps.

The ITSD T1 Analyst works in the Global Team of ITSD.
As a member of this team, the analyst is the first point of contact for IT issues and requests, for Emerson IT community of users and also tries to solve issues or requests, according to established procedures, using the knowledge base, personal experience and IT best practices.