Founded on the grounds of innovation – iXceed Solutions is an ISO certified leader in Talent and Digital recruitment solutions, serving Fortune 100 companies globally.About The Role:Job Title - Service Desk Analyst with ItalianMode of Employment: PermanentWork Mode: OnsiteMandatory - Fluent in English and Italian (B2)Job Description:Responsibilities:First point of contact for all end users reporting technical issues over the phone, chat, email, or web.Responsible for providing the first line of technical support for hardware, operating systems, subsystems, and/or applications for customers and/or employees.Performing remote troubleshooting through diagnostic techniques and pertinent questions.Applies basic diagnostic techniques to identify issues, investigate causes, and recommend solutions to correct common failures.Takes end-to-end ownership of end user issues until resolution and follows up as mandated by the process requirements.Escalates unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups.Maintains call quality and response times as per the agreed SLAs; strict adherence to meeting all the agreed SLAs and KPIs.Logs all incidents and requests in the ITSM tool; maintains records of calls and ensures all cases are updated in the system, categorizing and recording reported queries and providing solutions.Advises users on appropriate courses of action.Monitors issues from start to resolution.Responds to common requests for service by providing information to enable fulfillment; promptly allocates unresolved calls as appropriate.Maintains records, informs users about the process, and advises relevant persons of actions taken.Adheres to the documented policies and procedures.Passes on any feedback or suggestions by customers to the appropriate internal team.Engages other support teams or resources when appropriate to resolve tickets.Uses appropriate CTI classification for incidents and requests.Creates a positive end user experience and builds a good rapport with the customer by ensuring timely resolution, escalation, or communication of status updates.Maintains confidentiality regarding client/customer information and adheres to the NDA guidelines.Identifies major incidents and invokes the major incident management process.Identifies new issues and contributes to Knowledge Base development.Installs, modifies, and repairs computer hardware and software.Required:Minimum 2-3 years of relevant experience working as a Helpdesk Associate.Need to be flexible in working from the office.Fluent in English and Italian.Should possess a basic understanding of ITIL practices.Should have strong verbal, written communication, and interpersonal skills.Required exposure to handling desktop/application issues in a remote support setup.Should have exposure to ITSM ticketing tools (e.g., ServiceNow, Cherwell, Symphony, Summit, etc.
).Good interpersonal, organization, and customer service skills.Additional professional certifications (e.g., ITIL Foundation Certification is an advantage).Certification on any technical front (e.g., O365, Azure, Windows, etc.)
would be good to have.
#J-18808-Ljbffr