Desktop Support Professional

Position Overview and Qualifications

QuickParts Italy is actively recruiting for a new Desktop Support Professional to join our Service Desk Team in Pinerolo, Italy. This is a work from home opportunity that will also be required to perform on-site work as needed to QuickParts Regional sites in High Wycombe England, Le Mans France and Babenhausen Germany.

The Desktop Support Professional is tasked with resolving PC-related issues assigned via ticket and responsible to receive live hand off calls from Analysts or escalated tickets which require a deeper understanding of PC troubleshooting knowledge and/or higher priority requests such as “Owner escalations”.

This person is also responsible for going on-site, to multiple locations, and working with the end users to resolve tickets that have been escalated from the Service desk. This is a very well-rounded individual technically as they will handle break/fix tickets and project related tasks, while being able to provide exceptional customer service.

Essential Duties and Responsibilities :

• A high touch customer focused approach to IT Support Services.

• Diagnosis and troubleshooting issues for Windows and MacOS.

• Diagnosis and troubleshooting of networking issues, wired and wireless.

• Add/Move/Change User Accounts in Active Directory and Office 365.

• High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.

• A willingness to engage with customers, at every level of technical ability, in addition understanding their business goals and help us enable them to succeed. Additional Duties and Responsibilities :

• Provide exceptional services to increase customer satisfaction.

• Ability to work within a team and communicate effectively at all levels of the organization.

• To escalate and manage issues that cannot be completed within agreed service levels.

• Document internal processes and procedures related to duties and responsibilities.

• Responsible for full documentation of tasks, and meeting of commitments.

• Service awareness of all organization's key IT services for which support is being provided.

• Interact with vendors to support hardware and software.

• 1-3 years of experience supporting an Active Directory environment.

• Microsoft or CompTIA technical certifications are a plus!

• Exceptional ability to research and troubleshoot technology problems

• Ability to prioritize and handle multiple tasks

• Excellent written and verbal skills

Job Types : Full-time, Permanent