Italian technical Service Desk

Hello All,

Greetings from ZettaMine

Job Description - Italian technical Service DeskLocation: BengaluruExperience Required: 3-5 Years (Immediate Joiners)Proficient in handling both English and Italian Service Desk calls, with strong troubleshooting skills across Windows OS issues, Active Directory (user access, password, group management), SAP printers, VPN and network connectivity, email/M365 support, L1 end user troubleshooting, and ServiceNow, complemented by effective incident management and professional call handling procedures.Role: Technical Support - Technical Service DeskRequired Communication SkillsEnglish and Italian

Role OverviewThe ideal candidate must have hands-on experience resolving technical issues via phone, chat, and email in a service desk environment.

Key Responsibilities - L1 Technical SupportHandle all inbound calls, chats, and emails for the Service Desk.Manage tickets where L1 engineers require assistance.Handle basic L1 queries from end users.Correctly log incidents and faults, categorizing and prioritizing them in line with team procedures.Diagnose and quickly resolve a wide range of Windows application issues.Provide troubleshooting support for internet and VPN issues.Escalate issues to the appropriate resolver group when resolution is beyond the scope of L1 support, using the IT Ticketing System.Install, upgrade, support, and troubleshoot printers and related computer hardware.Work with Citrix and VPN-related issues.Customize and configure desktop hardware to meet specifications and business standards.Perform email account administration, including account creation, management, and distribution lists in Office 365.Demonstrate robust queue management abilities.Perform user account administration, including account creation, management, and password resets on Active Directory.Assist end users with basic software, hardware, and peripheral device operations.Take ownership and responsibility for queries, issues, and problems, and document them in the ITSM tool.Possess basic knowledge of Networking, Virtualization, Mac OS, web-based and installable applications.Exhibit good understanding of computer systems, mobile devices, and other technology products.Efficiently manage technical escalations.Demonstrate good knowledge of Incident Management.Quickly coordinate Major Incident (MIM) tickets by engaging relevant resolver teams.Provide On-Call support when required.

Customer FocusProvide timely and accurate resolution of technical issues experienced by users.Exhibit excellent communication skills.Demonstrate a strong customer-first approach to support.Identify and escalate severe issues that could impact production.Show natural aptitude for troubleshooting and problem-solving.Have solid experience in a helpdesk or technical support environment.Possess excellent skills in managing queues in a service desk environment.

Technical Skillset - Good to KnowActive DirectoryCitrixOffice 365Microsoft WindowsMobile Operating Systems (Android / iOS)SharePointKnowledge of Laptop, Desktop, and Tablet-related issuesVPN TroubleshootingMobile Device ManagementExcel Reporting (Good to have)

Required Background ExperienceAny GraduateMinimum 3 years of experience in a Service Desk environmentHands-on experience working with ITSM tools such as ServiceNow, Remedy, etc

Interested can reach out at: and what app or Call:

Thanks & Regards,Swetha.P