Service Desk Specialist

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.

Responsibilities

Guarantee the handling of tickets based on priority, respecting the Service Level Agreements and requesting any additional information from the user; Actively manage problem resolution by formulating relevant questions and/or activating remote diagnostic procedures, possibly escalating to the next level; Monitor times for escalated tickets to guarantee SLAs and communicate problem resolution to the end user; If identified as a Tutor, provide training to new resources in line with the required skill level; If specialized in BOT, orchestrate ChatBOT results in terms of intentions created, their understanding, provision of solutions and user feedback; If On Site, coordinate the supply of applications, devices and networking for new openings, restyling and closures of Stores, going On Site where necessary, and monitor customer satisfaction levels; If specialized in Local Support, organize and implement local support coordination procedures and tools, collecting feedback to improve the service offered; Constantly compare with other team members to improve results, proposing changes to the knowledge base or IT Department updates to the Service Desk Support Coordinator; Promote the development of role learning through proactive, team and digital activities aimed at innovation and improving effectiveness/efficiency; Promote, adopt and develop the use of digital technologies in process management and relationships with internal and external interlocutors; Adopt significant behaviors and promote operational/cultural actions for Sustainable Development (Care of the Environment, Business Processes and Organizational Community)

Requirements

Good knowledge SQL; Good interpersonal skills