Service Desk Agent with Italian & English language

Objective:                                                 

To provide a ServiceDesk Service to all company Offices and Home Workers. The role is performed within the framework of the Companies Quality Assurance Processes, the Code of Ethics and Companies Group Policies.

Main Duties and Responsibilities:

• Serve as the initial point of contact for all IT-related queries and issues from internal users.
• To provide ServiceDesk support both to Office and Home workers over phone and ticketing system
• Maintain the ticketing system, ensuring that calls have been logged and actioned (including escalations to senior members of the team). Accurately log requests into the Service Desk Ticketing System- SMAX.
• Provide remote assistance to users who are experiencing remote technical issues while working offsite, either at home or at a client’s office.
• Provide clear and accurate information to users regarding technical problems and potential solutions.
• Diagnose and troubleshoot hardware, software, and network problems for end-users.
• Assist users with basic software installations, updates, and configurations.
• Guide users through standard procedures to resolve technical issues, including password resets and account access.
• Processing new starters and leavers within the company.
• Answer the query within the predefines SLA or channel the issues to the relevant escalations point.

Job Qualifications:

• Proven job-related experience.
• English & Italian - Advanced level
• Strong customer service skills and the ability to communicate technical concepts to non-technical individuals are essential.
• Good organizational and time management skills.
• Demonstrated proficiency in Microsoft 365; Active directory; Core Windows applications; familiarity with Azure or Cloud Technology is a plus.
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.

What we offer:

• Place of work – Bucharest
• Hybrid working
• Full-time job, Mon-Fri (no weekends, no night shifts)
• Annual bonus scheme based on personal performance

Objective:                                                 

To provide a ServiceDesk Service to all company Offices and Home Workers. The role is performed within the framework of the Companies Quality Assurance Processes, the Code of Ethics and Companies Group Policies.

Main Duties and Responsibilities:

• Serve as the initial point of contact for all IT-related queries and issues from internal users.
• To provide ServiceDesk support both to Office and Home workers over phone and ticketing system
• Maintain the ticketing system, ensuring that calls have been logged and actioned (including escalations to senior members of the team). Accurately log requests into the Service Desk Ticketing System- SMAX.
• Provide remote assistance to users who are experiencing remote technical issues while working offsite, either at home or at a client’s office.
• Provide clear and accurate information to users regarding technical problems and potential solutions.
• Diagnose and troubleshoot hardware, software, and network problems for end-users.
• Assist users with basic software installations, updates, and configurations.
• Guide users through standard procedures to resolve technical issues, including password resets and account access.
• Processing new starters and leavers within the company.
• Answer the query within the predefines SLA or channel the issues to the relevant escalations point.

Job Qualifications:

• Proven job-related experience.
• English & Italian - advanced level.
• Strong customer service skills and the ability to communicate technical concepts to non-technical individuals are essential.
• Good organizational and time management skills.
• Demonstrated proficiency in Microsoft 365; Active directory; Core Windows applications; familiarity with Azure or Cloud Technology is a plus.
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.

What we offer:

• Place of work – Bucharest
• Hybrid working
• Full-time job, Mon-Fri (no weekends, no night shifts)
• Annual bonus scheme based on personal performance