About Us:-Net2Source Inc. is one of the fastest growing diversity certified global workforce solutions companies with an unprecedented YoY growth of over 100% for last 6 years working with Fortune 1000/Global 2000 across 34 countries and 5 continents including North America, South America, Europe, Asia, Australia and Middle East.About the Role:-Role: Technical Helpdesk CoordinatorLocation: Bari, Italy (Onsite 5days a week to Office)Hiring: PermanentCandidate should be fluent in Italian and English.Detailed Job Description:ResponsibilitiesFirst point of contact for all end user reporting technical issues over the phone Chat or email or webResponsible for providing the first line of technical support of hardware Operating Systems subsystems and or applications for customers and or employeesPerforming remote troubleshooting through diagnostic techniques and pertinent questionsApplies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failuresTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirementsEscalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groupsMaintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIsLog all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutionsAdvise users on appropriate course of actionMonitor issues from start to resolutionResponds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriateMaintains records informs users about the process and advises relevant persons of actions takenAdhere to the documented policies and proceduresPass on any feedback or suggestions by customers to the appropriate internal teamEngages other support teams or resources as when appropriate to resolve ticketsUse appropriate CTI classification for incidents and requestsCreate a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updatesMaintain confidentiality with regards to client customer information adhere to the NDA guidelinesIdentify major incidents and invoke the major incident management processIdentify new issues and contribute to Knowledge Base developmentInstall modify and repair computer hardware and softwareRequired Candidate Profile:Candidate should be fluent in Italian and English.Relevant experience working as Helpdesk AssociateShould possess basic understanding of ITIL PracticesShould have strong verbal written communication and interpersonal skillsSkills Required:Exposure to handling desktop application issues in a remote support setupShould have exposure to ITSM ticketing tools i.e. ServiceNow Cherwell Symphony Summit etcGood interpersonal organization and customer services skillsAdditional Professional CertificationsITIL Foundation Certification is an advantage
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