Desktop Support Italian speaker

Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.

Address user tickets regarding hardware, software and networking

Walk customers through installing applications and computer peripherals

Ask targeted questions to diagnose problems

Guide users with simple, step-by-step instructions

Ensure that incidents and requests are handled according to customer needs and priorities.

As needed, escalate tickets.

Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.

Perform overtime duties when necessary

Conduct remote troubleshooting

Test alternative pathways until you resolve an issue

Record technical issues and solutions in logs

Direct unresolved issues to the next level of support personnel

Follow up with clients to ensure their systems are functional

Report customer feedback and potential product requests

Help create technical documentation and manuals

Requirements:

Speaks fluent Italian and have intermediate English speaking skills

3+ years of hands on experience in Desktop Support

Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding

Experienced in troubleshooting hardware and software issues

Experience in ITIL process, maintaining SLA's, CSAT's and Service Now

Experience of providing VIP support is desirable

Must be willing to travel to other customer locations within Italy as required