Italy Job Openings
Adroit People India Pvt. Ltd.
Desktop Support
November 29, 2024
- Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
- Address user tickets regarding hardware, software and networking
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Ensure that incidents and requests are handled according to customer needs and priorities.
- As needed, escalate tickets.
- Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
- Perform overtime duties when necessary
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
- Speaks fluent Italian and have intermediate English speaking skills
- 3+ years of hands on experience in Desktop Support
- Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding
- Experienced in troubleshooting hardware and software issues
- Experience in ITIL process, maintaining SLA's, CSAT's and Service Now
- Experience of providing VIP support is desirable
- Must be willing to travel to other customer locations within Italy as required
Pay: Up to €26,000.00 per year
Experience:
- Desktop support: 3 years (Required)
- Windows platform 10 and 11 OS: 2 years (Required)
- ITIL process: 2 years (Required)
- Italian (Required)
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