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Service Desk Operator
2020-04-16 14:17:31| Space-careers.com Jobs RSS
At Serco not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world, we are innovators,committed to redesigning and improving public services for the benefit of everyone. Serco and Proud Make a difference every day. We currently have an exciting opportunity for a Service Desk Operator, based in North of Italy. Main Responsibilities We currently have an exciting opportunity for a Service DeskSPOC operator, based in thr North of Italy area, main duties are Act as support for software and applications to all internal and external users. Manage incidents and service requests, user followup, issues diagnosis and resolution. Ensure proper issue and request tracking and documentation within ITSM tool. Manage user provisioning and deprovisioning, user permissions and access to systems and applications, in addition to all other client oriented requests. Ensure proper classification and dispatching of technical requests, and escalation of issues to other services, Customer reference staff or to external providers, when needed. Contribute to Continual Service Improvement, maintenance of operational procedures, evolution of the standard desktop environment. Provide quantitative and qualitative feedback at regular intervals to the Service Manager on the main issues encountered in the reported period. Contribute to keep the knowledge base up to date. The Ideal Candidate The right candidate will bring the following Postsecondary degree complemented by at least 1year education in computer science, plus three 3 years of work experience in a similar position. Alternatively, secondary degree with at least four4 years of proven professional experience in a similar position. Proven experience in MS Office configuration for enterprise deployment. Experience with ITIL best practices. Experience with ticket management tools ServiceNow, HelpdeskAdvanced, Remedy or similar tools. Experience with intranets, extranets, Portals, and collaborative tools. Knowledge of MS Teams and OpenText Content Server are a plus. Sound knowledge of Windows environment configuration and MS Office 365 core applications including Outlook within an enterprise deployment. Proactive and demonstrated problem solving skills. Ability to work independently and manage multiple task assignments. Very good understanding of the ITIL framework, ITIL certification is a definite plus. Passion for helping nontechnical staff, good and easy contact approach with user. Excellent written and oral command of English. Knowledge of another EU language other than English is not mandatory but would be an asset. Capability of integration in an internationalmulticultural environment, rapid selfstarting capability and experience in team working are mandatory. Capacity of working under pressure Important Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law. Applicants are reminded that they will be requested to produce such documentation during the recruitment process. Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. Data Protection When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time.
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Category:Transportation and Logistics
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