Helpdesk Engineer Italian
HELPDESK ENGINEER ITALIAN
CONTEXT OF THE JOB:
The Helpdesk Engineer will join the Helpdesk team of our client, located in Cracow. This Helpdesk team is responsible for supporting a wide variety of customers from all EMEA affiliates. The Helpdesk Engineer will cover IT related incidents from these customers, and is backed by specialist support groups that operate locally.The Helpdesk team operates in a 12 hour support service 5 days a week. (max 40hrs/week, 5 days/week).
JOB MISSION:
To provide client specific hardware/software support to the employees/IT users of our client. Handle related problems encountered in order of priority and within the optimum time scale, in accordance with procedures and objectives.
The Helpdesk team operates in a 12 hour support service 5 days a week. (max 40hrs/week, 5 days/week).
KEY RESPONSIBILITIES:
To ensure 1st line support service to resolve problems encountered by IT users/employees of our client; this can mean inter alia:
- Analysing support requests sent by the customer’s personnel by calls, e-mail, web submit,
- Examining all problems; evaluating complexity, impact and priority,
- Giving required support efficiently and effectively and in accordance with priority, impact and objectives,
- Escalating problems according to procedures; to the client’s helpdesk or to the Second level standby Engineer,
- Log every support request in the ticketing system. Documenting in detail the issues and troubleshooting steps taken,
- Ensuring follow-up of all issues,
- Making decisions regarding open tickets, giving feedback on cause of, and solution to, problem to user,
- Managing and reporting resolved problem.
To participate as a team member to achieve established maintenance objectives, inter alia by:
- Working in close collaboration with your colleagues to ensure that service delivery to the users is of the highest standard, giving support to colleagues,
- Working in accordance with TechTeam and Customer quality standards, procedures and work instructions,
- Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes,
- Study and participate in activities to improve knowledge of project specific software, hardware and/or products.
REQUIRED TECHNICAL COMPETENCES
- Technical skills: Knowledge of email systems, Windows and Windows applications ( Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific’s technology, Global Ticketing system. Other expertise such as Networking, TCP/IP might be of value, MCSA or equivalent through experience is an advantage.
- Language skills: Native Polish and very fluent in Italian.
