Service Desk Technician

Trigyn has a contractual opportunity for a Service Desk Technician. This resource will be working at our client site in Italy.Job Description:• Logging service calls and emails in the customer CRM system;• Analyzing and dispatching incidents on supported services according to established operational procedures;• Escalating user and support service requests when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents;• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements• Assisting in providing training for partner-supported applications;• Producing Technical Documentation or User Manuals as required;• In case of emergencies, providing support (either on-site or remotely using VPN connectivity) outside normal working hours;• Providing standby and on-call support, and working in shifts as part of an extended service coverage scheme, if and when required;• Performing other duties as requiredRequired Technical Skills:The resource MUST have the following skills and experience:• Graduation from secondary school supplemented by training in IT, preferably with diploma.• Expert knowledge of English is required (written and verbal)The resource SHOULD have the following skills and experience:• Good knowledge, at a level of providing tier 1 support to users, on least one of the following: MS SQL Server, SAP ERP.• Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: O365 package, basic network troubleshooting.• Knowledge of incident and request fulfilment tracking software.• Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision.• Understanding of Local and Wide Area Network concepts.Desirable certifications:• Knowledge of IPSAS desirable.• ITIL Certification (Important & very desirable skill however not compulsory)TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 25 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in United States, Canada, Germany Switzerland and India. #J-18808-Ljbffr