About this role
Job Description
The Service Desk Support Team is responsible for managing the 1st level support offered to head office and/or retail users for one or more services provided.
Qualifications
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1.01 Guarantees the handling of tickets based on priority, respecting the Service Level Agreements and requesting any additional information from the user
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1.02 Actively manages the resolution of the problem, formulating relevant questions and/or activating remote diagnostic procedures, possibly scaling to the next level
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1.03 Monitors, with respect to the scaled tickets, the times in order to guarantee the SLAs and communicates the resolution of the problem to the end user
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1.04 If identified as a Tutor, he is in charge of training aimed at the new resources inserted, in line with the level of skills required
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1.05 If specialized in BOT, orchestrates the results of the ChatBOT in terms of intentions created, their understanding, provision of solutions and feedback to users
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1.06 If On Site, coordinates the supply of applications, devices and networking of new openings, restyling and closures of Stores, going On Site where necessary, and monitors the level of customer satisfaction
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1.07 If specialized in Local Support, organizes and implements local support coordination procedures and tools, collecting feedback in order to to improve the service offered
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1.08 Constantly compares with other team members to improve results, proposing to the Service Desk Support Coordinator any changes to the knowledge base or updates relating to the IT Department
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1.09 Promotes the development of role learning through activities proactive, team and digital, aimed at innovation and improving the effectiveness/efficiency of its Responsibilities
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1.10 Promotes, adopts and develops the use of digital technologies within its function in relation to both process management and relationships with internal and external interlocutors involved in the business'
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1.11 Adopts significant behaviors and promotes operational/cultural actions for Sustainable Development, understood as the interconnection of practices oriented towards the Care of the Environment, Business Processes and Organizational Community
Additional Information
Requirements
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Good knowledge SQL
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Good interpersonal skills
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The expected Gross Annual Salary (RAL) range for the position is between €25.000 and €30.000, governed by an Individual Employment Contract (industrial sector). The specific salary will be defined based on skills, experience, qualifications, and gender-neutral internal equity criteria.