IT Support Specialist in English and Italian

Fluency in English and Italian (both written and verbal)
- Specialized know how on Windows, Network, Active Directory, Databases
- Proven remote support know-how (patches etc.)
- Technical orientation
- Problem solver orientation
- Excellent communication and listening skills
- Strong communication and teamwork skills
- Team player
- Very good analytical skills
- Eagerness/willingness to learn and show a high degree of flexibility
- Fast learner
- Ability to perform under pressure
- Ability to multi-task
- Willingness to travel
- Ability to work in 24/7 shifts
- Customer focus
- Ability to learn and apply new technology and methodologies in a distributed environment based on an existing knowledge
- Ability to solve problems quickly and completely
- wiling to work in a project shared model
- Positive attitude

Tasks and Activities:
- Receiving and handling contacts (phone calls, emails or self-service requests)
- Providing remote technical software support to clients
- Keeping track of changes as per agreed upon processes and procedures on a daily basis
- Identification and authentication of the user
- Monitoring the email inbox and the Self Service Requests queue
- Opening of an incident/request ticket with clear description in English in the ticketing tool
- Analyzing problems/situations, understanding problem impact on client business
- Classifying and making an initial assessment of incidents/service requests
- Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
- Route all Service Desk non solvable incidents/service requests to the appropriate level support, based on agreed service levels
- Keeping users informed on how to get updates on request status and progress
- Responding to client queries, providing timely resolutions to client issues
- Knowledge of standard office applications such as MS Office, operating system Windows 7 , networking knowledge and server experience
- Performing in international software support delivery processes and environments
- Employing client‘s standard support delivery methodologies and tools
- Maintaining highest client satisfaction - performing problem management and end-to-end problem ownership
- Applying problem solving techniques
- Analyzing problems/situations, understanding problem impact on client business
- Interacting with client functions consistently until problem solution

Agents who complete satisfactory or exceptional service, may also be expected to:
- Provide technical expertise for activities under development or in deployment
- Drive and support technology based knowledge exchange within the Customer Support team
- Proactive research into the latest tools and technological developments to support the ongoing needs of the business
- Ensuring that work carried out by the Service Desk Team is executed in such a way as to comply with the available procedures
- Acting as a technical mentor/coach to all Service Desk agents
- Contributing to the maintenance and development of the technical competence of the agents through staff training
- Being available to discuss and resolve technical issues with other team members as necessary
- Investigating issues and finding resolution
- Participating at the ticket quality process and monitoring the quality of the services delivered to our customer
- Identifying spots for improvement and come with ideas for change
- Provide immediate support to Management when required
- Working closely with the PO / TL in order to make sure the team needs are acknowledged