The Oberalp Group is a management driven family business - a house of brands that creates high quality technical mountaineering products. We have 6 own brands Salewa, Dynafit, Pomoca, Wild Country, Evolv and LaMunt. As an exclusive partner of other brands in the sports sector we offer our entire know how in communication, sales and image building.
We are a team of 900 employees in 10 countries worldwide - a group of adventurers and dreamers, mountaineers, looking for their next peak.
We are looking for a highly motivated Service Desk Coordinator to join our Group Business Processes & IT Department in sharing with us the journey of a deep transformation that positions both core and customer-facing technologies as key drivers to make it happen.
You will be responsible for managing all procedures related to the identification, prioritization and resolution of incidents and service requests, including the monitoring, tracking and coordination of Service Desk matters. You will manage a team of IT Specialists and ensure users receive the support they require and monitor operations to make sure tickets are addressed in a timely manner.
**Tasks & responsibilities**
- Management and coordination of the IT Service Desk team
- Overseeing the procurement, installation, maintenance and support of IT software, hardware and communication systems
- Organization and delegation of work orders to the appropriate IT Services staff member based on role and work order load
- Management of escalations and ensuring any issues are resolved in a timely manner
- Escalation of work orders to second level IT support and third level IT support as required
- Analysis of performance of Service Desk activities and make recommendations to improve operational efficiency Generate reports based on service level agreements and required metrics
**Profile**
- Bachelor/Master's degree in computer science, information technology, or a related field
- Experience in the position
- Experience in analyzing, diagnosing and resolving user incidents
- Strong technical background
- Excellent analytical and troubleshooting skills
- Have a positive attitude to customer problems and incidents in a high-pressured environment
- Excellent leadership and people management skills Strong customer service skills
Join us and become part of an inspired team in an international house of brands, focused on the mountain and performance sports industry.
We offer:
- Flexible Office Time
- Extended Parental Leave and Company Kindergarten (in Bolzano HQ)
- Thrilling company activities, free Climbing Hall in Bolzano HQ
- Company Canteen with fresh and seasonally prepared food
- A variety of training & development opportunities
- Generous product discounts
**Workplace**: Bolzano, Milano, Montebelluna