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Italian service desk agent [remote work]

Randstad Polska Sp. z o.o.

  • Warszawa, mazowieckie

  • ogłoszenie wygasło 2 miesiące temu
  • Specjalista (Mid / Regular)

Do you speak Italian and English at a very good level? Are you a graduate of IT studies? Apply and become an Italian Service Desk Agent for our client!

Italian service desk agent [remote work]Numer ref.: /525/03/2022/NL/122710

your tasks

  • provide 1st line technical support; answering support queries via phone and email
  • maintain a high degree of customer service for all support queries and adhere to all service management principles
  • take ownership of user tickets or problems and be proactive when dealing with user issues
  • log all calls/chats/emailing in the ticket logging system and document all actions performed related to the ticket
  • respond to enquiries from clients and help them resolve their hardware or software problems
  • continuously monitor incoming customer contacts including those made by any of the media available to customers
  • continuously monitor outstanding calls or tickets and ensure that provision is made in case of your absence
  • support users in the use of computer equipment by providing necessary training and advice
  • allocate more complex calls to the relevant IT Support team member
  • ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by the company and customers
  • identify any service-related issues and escalate to the Team Leader
  • provide assistance with ad hoc tasks from Team Leader or SDM that will help fulfill service delivery

what we expect

  • IT Service Desk experience - nice to have
  • good technical troubleshooting skills
  • University-level education
  • very good English (min. B2 level), fluent Italian language skills both written and oral
  • excellent customer service skills
  • excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
  • experience of using tickets logging systems - nice to have
  • strong knowledge of Microsoft-based operating systems and peripherals - such as desktop and network printers/copiers
  • experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
  • experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, and MS PowerPoint – at least to version of Office 2010
  • good understanding of PC hardware setup and configuration
  • good personal organisational skills
  • very good attention to detail
  • ability to empathize with customers
  • ability to effectively gauge the urgency of incidents/requests
  • ability to build effective working relationships at all levels
  • excellent problem-solving skills
  • ability to apply creativity to resolving incidents/requests


what we offer

  • 100% remote work
  • attractive salary 
  • system of flexible benefits (including, e.g. medical package, MultiSport card, cinema tickets, online shops, local partners)
  • multi-lingual working environment
Agencja zatrudnienia – nr wpisu 47

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