Service Desk Engineer - Italian Speaking

Connect44 is a company that truly values its employees and fosters a culture of collaboration and innovation.

Position Overview

Connect 44 are currently hiring for a Service Desk Engineer to join our client in London, the role requires Italian Speakers!

Job location: United Kingdom, City of London, London

Available Positions: 1 position

Job type: Permanent

Job Ref. Number: SDISCTE

The IT Service Desk will provide first and second line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues.
There is also a range of administration duties within this role.

Main tasks

Act as a single point of contact for phone calls, tickets and emails from staff regarding IT issues and queries
Resolve incidents based on 2nd/3rd line of support (including vendors) coordination
Handling of end user service requests from reception until closure
Escalate unresolved calls to the relevant Resolver Group
Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide stats for the weekly Service Desk report on call trends and quality
Publishing support documentation to assist staff with requests for information
To arrange for external technical support where Incidents cannot be resolved in house
Maintaining an Asset Database and track changes
Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
Supports the Configuration Management process by updating CMDB based on incidents.
Report on relevant KPI’s in relationship to the agreed levels.

Required competencies:

Excellent communication skills
Incident Management experience - Managing incidents including business expectations and communication
Strong knowledge of Microsoft based operating systems and applications
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Analytical thinking and task performing
Excellent organisational skills
Experience with ITIL service management or other standard IT practices are considered a plus