Service Desk Agent

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Requirements:

• Knowledge and experience of using ticket logging systems.
• Understanding of troubleshooting PC hardware and software.
• Incident management and request management background.
• IT support experience in a multinational corporate environment.
• Strong knowledge of Microsoft operating systems and peripherals.
• Experience with Active Directory, Office 365, Google Suite, Service Now, Remedyforce.
• Fluent English and Italian communication skills.

Responsibilities:

• Provide 1st line technical support via phone, email, and chat.
• Maintain quality relationships with customers.
• Log all support queries in the ticket logging system.
• Monitor incoming customer contacts and outstanding calls.
• Support users and provide necessary training.
• Escalate service-related issues to the Team Leader.