Service Desk Technician

Job Responsibilities Log service calls and emails in the customer CRM system. Analyze and dispatch incidents on supported services according to established operational procedures. Escalate user and support service requests when necessary to ensure timely resolution, and employ measures to prevent recurrence of incidents. Assist in updating the technical information database, the Service Desk knowledge base, workflows, procedures, and operating level agreements. Assist in providing training for partner-supported applications. Produce technical documentation or user manuals as required. Provide support in emergencies (on-site or remotely via VPN) outside normal working hours. Offer standby and on-call support, working in shifts as part of extended service coverage if needed. Perform other duties as required. Required Technical Skills The resource MUST have the following skills and experience: Graduation from secondary school with IT training, preferably with a diploma. Expert knowledge of English (written and verbal). The resource SHOULD have the following skills and experience: Good knowledge to provide Tier 1 support on at least one of the following: MS SQL Server, SAP ERP. Good knowledge to provide Tier 1 support on at least one of the following: O365, basic network troubleshooting. Knowledge of incident and request tracking software. Excellent telephone manners, interpersonal skills, and ability to work under pressure with minimal supervision. Understanding of LAN and WAN concepts. Desirable Certifications Knowledge of IPSAS is desirable. ITIL Certification is highly desirable but not mandatory. J-18808-Ljbffr

Location: provincia-di-brindisi, IT

Posted Date: 5/11/2025