FORFIRM is an IT consultancy company which operates with the intention to create innovative proposals for enterprises through passion and a pluriannual experience. In order to expand our development team we are looking for the following profile:
Service Desk Agent
In this role you will work in a small team and support our international users in various countries onsite, by phone or email, or via a remote support solution. You will be the first point of contact for reported issues. You will demonstrate a high level of customer service and good troubleshooting skills.
Tasks and responsibilities:
* Provide 1st and 2nd level support for bank operating systems and applications, terminal server related user issues, IP telephony, smartphone and remote access solution, multifunction printers, client hardware.
* Direct communication with users to obtain required information and assist in their queries
* User management in Active Directory, computer and notebook, smartphone and remote access activation.
* Create and update user manuals, maintain and update processes and documentation.
* Uphold and enforce internal processes and policies.
* Service Desk coverage and request handling.
Experience / background:
* A minimum of 2 years in a similar role.
* Education in Information Technology or completed formal technical education
* Vendor certificates are a benefit
* Italian – native language
* English – fluent (oral and written)
* German – fluent (oral and written)
* French – basic
* Excellent customer service skills with superior troubleshooting and analytical skills and strong attention to detail.
* Team player, highly self-driven, positive attitude, structured approach, eager to learn.
* Excellent business acumen to understand end user and customer requirements. Ability to uphold and follow processes and controls.
* Very good Windows and MS Office knowledge, proven experience with application troubleshooting solutions, solid experience with a wide range applications.
* Any of the following end user support knowledge would be an advantage: Citrix XenApp, Windows server platforms, Windows operating systems (ver.7and 10)
* Awareness of ITIL v3, ideally with Foundation certification