The Service Desk Support Team is responsible for managing the 1st level support offered to head office and/or retail users for one or more services provided.
1.01 Guarantees the handling of tickets based on priority, respecting the Service Level Agreements and requesting any additional information from the user
1.02 Actively manages the resolution of the problem, formulating relevant questions and/or activating remote diagnostic procedures, possibly scaling to the next level
1.03 Monitors, with respect to the scaled tickets, the times in order to guarantee the SLAs and communicates the resolution of the problem to the end user
1.04 If identified as a Tutor, he is in charge of training aimed at the new resources inserted, in line with the level of skills required
1.05 If specialized in BOT, orchestrates the results of the ChatBOT in terms of intentions created, their understanding, provision of solutions and feedback to users
1.06 If On Site, coordinates the supply of applications, devices and networking of new openings, restyling and closures of Stores, going On Site where necessary, and monitors the level of customer satisfaction
1.07 If specialized in Local Support, organizes and implements local support coordination procedures and tools, collecting feedback in order to to improve the service offered
1.08 Constantly compares with other team members to improve results, proposing to the Service Desk Support Coordinator any changes to the knowledge base or updates relating to the IT Department
1.09 Promotes the development of role learning through activities proactive, team and digital, aimed at innovation and improving the effectiveness/efficiency of its Responsibilities
1.10 Promotes, adopts and develops the use of digital technologies within its function in relation to both process management and relationships with internal and external interlocutors involved in the business'
1.11 Adopts significant behaviors and promotes operational/cultural actions for Sustainable Development, understood as the interconnection of practices oriented towards the Care of the Environment, Business Processes and Organizational Community
Requirements:
- Good knowledge SQL
- Good interpersonal skills
The expected Gross Annual Salary (RAL) range for the position is between €25.000 and €30.000, governed by an Individual Employment Contract (industrial sector). The specific salary will be defined based on skills, experience, qualifications, and gender-neutral internal equity criteria.