Italian with French speaker Helpdesk role in Ireland


The Italian with French speaker provides first level IT helpdesk support to clients assisting them with hardware and software problems via phone, email or self serve portal. Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues. Will troubleshoot and log all calls on the incident management system and maintain a log of any software or hardware problems detected.



Responsibilities:
• Provides first level IT Support to multiple clients supported out of Dublin service desk. Performs initial level of problem identification and attempts resolution
• Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues.
• Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed
• Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses
• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support in the service desk knowledge base.
• Shares information required for the team to be successful
• Demonstrates understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings
• Develops and maintains knowledge of Remedy (incident tracking system), AIDU and of the service desk procedures and business environment

Knowledge/Skills/Abilities:
• Excellent customer service skills
• Excellent interpersonal skills
• Technical expertise in the following:
• Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Print Services
• Hardware
• Microsoft outlook client and OWA.
• Ability and desire to build additional technical skills
• Ability to interact effectively with others in a team environment
• Ability to follow instructions to produce desired results
• Aptitude to manage many tasks simultaneously
• Ability to work with broad range of experience levels
• Fluent in English
• Fluency in Italian with French speaker
• Professional skills: problem solving/troubleshooting, analytical, written and oral communication, administrative and organisationa

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