IT Service Desk Analyst with Italian in 63900, Czech Republic

Overview: IT Service Desk Analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. The successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level. RESPONSIBILITIES: • First point of contact for incidents and service requests logged by the end users • Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms • 1st line support Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals • Prioritize requests and incidents based on impact and urgency by selecting severity level • Escalate and coordinate unresolved tickets with the relevant technical teams located globally • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner • To maintain a high degree of customer service for all support queries and adhere to all service management principles • Creating and updating support documentation and Knowledge base articles to assist other support staff and end users REQUIREMENTS: • Excellent Written and verbal communication skills in English and Italian • Strong Active listening skills. • Prior IT support experience Managing incidents including business expectations and communication • Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies • Knowledge/experience with enterprise IT infrastructure will be an added advantage • Knowledge of ITIL or similar IT Service management framework is an added advantage • Project Language Italian along with English BENEFITS: • Permanent contract • Performance bonus • Meal vouchers • Multisport Card • Competitive salary • 5th week of leave • Option to work from home • Modern offices in the center of Brno, 2nd largest city of Czech Republic • Initial Accommodation - 2 weeks accommodation provided by the company on joining • Training opportunities - Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc. Living in the Czech Republic has many advantages including affordable, low-cost living, a very good infrastructure, proximity to other European locations, as well as an interesting history and culture and beautiful nature. Brno is a truly international city with inhabitants and visitors from all over the world and there is no requirement to speak Czech!

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