Analyst - English, Italian, Microsoft Windows
Poland
Job Description
Analyst - English, Italian, Microsoft Windows
Gmina Barczewo, Warminsko-Mazurskie
Job Summary
The IT Support Analyst - Italian plays a critical role in delivering exceptional remote desktop support and operational assistance to our clients. This position focuses on resolving technical issues efficiently while ensuring adherence to service level agreements (SLAs) and maintaining high-quality standards. The analyst will leverage their bilingual skills in Italian and English to enhance customer satisfaction and contribute to the overall success of the support team.
Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To Agreed Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Conducting Tech Monitoring, And Following Regulatory Requirements And Company Policies.
3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time, While Effectively Reducing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability And Login Efficiency For Customers, Proactively Managing Workload To Meet Service Commitments.
5. Update Work Logs Accurately And Follow Shift And Escalation Processes To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.
2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Conducting Tech Monitoring, And Following Regulatory Requirements And Company Policies.
3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time, While Effectively Reducing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability And Login Efficiency For Customers, Proactively Managing Workload To Meet Service Commitments.
5. Update Work Logs Accurately And Follow Shift And Escalation Processes To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.
Skill Requirements
1. Proficient In It Support With A Focus On Remote Desktop Assistance.
2. Strong Verbal And Written Communication Skills In Both Italian And English.
3. Familiarity With Windows Operating Systems And Common Software Applications.
4. Basic Knowledge Of Hardware Troubleshooting And Network Connectivity Issues.
5. Understanding Of Customer Service Principles And Practices.
2. Strong Verbal And Written Communication Skills In Both Italian And English.
3. Familiarity With Windows Operating Systems And Common Software Applications.
4. Basic Knowledge Of Hardware Troubleshooting And Network Connectivity Issues.
5. Understanding Of Customer Service Principles And Practices.
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Role
Information at a Glance