Job expirat
- Providing technical assistance to company¿s customers
- Analyzing the problems that our customers encounter, provide technical support and offer solutions in accordance with the designated SLAs, via e-mail, fax or telephone utilisation
- Respecting the related company procedures.
- Establishing and maintaining excellent professional relationships with all our customers
General requirements:
- Background in computer and network configuration and maintenance
- Previous experience within a Helpdesk environment
- Good communication and customer service skills
- Good Problem-solving skills
- Internal interest for the IT domain
- Abilities to work as part of a team as well as independently if necessary
- Positive and results oriented attitude
- High level of flexibility
Specific requirements:
Technical Support Rep - Level 1
- Italian knowledge ¿ intermediate level (fluent in conversation and writing)
Computer Skill Requirements:
- Computer Operating systems
- Trouble shooting skills
- Microsoft Office (Word, Excel)
Technical Support Analyst ¿ Level 2
- Italian knowledge ¿ intermediate level (fluent in conversation and writing)
- English knowledge ¿ intermediate level
Computer Skill Requirements:
- Trouble shooting skills
- Microsoft WS product + IP based LAN support
- Remote management of client WS (remote control, patch & packaged application distribution)
Responsibilities will include remote technical support for incidents logged via the Service Desk by one customer, in accordance with designated SLAs. You will be responsible for problem analysis and resolution and will also act as technical and site specific back up for the field engineering resource.
Technical Support Supervisor ¿ Level 3
- Italian knowledge ¿ intermediate level
- English knowledge ¿ intermediate level
Computer Skill Requirements:
- Trouble shooting skills
- Microsoft WS product + IP based LAN support
- Remote management of client WS (remote control, patch & packaged application distribution)
- ACD/IVR real time queues management/ load balancing/ welcome msg config.
- Must provide 2nd level support for level 1 Operator as well as training for new starters.
The primary purpose of the role is to lead the Iasi based Service Desk team delivering service to the customer, ensuring that all incidents are captured and targeted for resolution within SLA, and that all escalations and complaints are responsed to in a timely manner.
Responsibilities will cover but are not exclusive to:-
- people leadership and development for all Service Desk team members
- level 2 & 3 incident management and problem resolution
- monitoring outstanding incidents against SLAs
- ownership of service desk processes and procedures
- contribute to the account service improvement plans
- contribute to cost reduction activities
- technical administrative work and monitoring
- act as interface to various third party suppliers fronted by the Service Desk
- Professional and pleasant working environment within our multinational company
- Competitive salary
- Periodical, intensive and free technical training
- First-class working conditions, latest hardware available
SCC, the pan-European technology integrator and services provider, with 28 year history of successful growth, has developed from an initial investment in the UK of 3,000 euros into a 3 billion euro turnover business with leading positions in eight key European markets and business partners in over 60 countries. SCC has always followed a clear vision and strategy to align our propositions with our customers\' business requirements.
\"Our vision is to be one of the world\'s top 20 IT service providers by 2008, offering unsurpassed IT services to the world\'s leading companies\".
SCC Enterprise Solutions help the customers to design and deliver critical IT infrastructure.
SCC drives cost reduction and performance improvement around network assets, across enterprise infrastructure, through a unique ¿can do¿ culture, wherever our customers do business.
Our business is about people, about high service content, about a quality approach and, above all, about honest and professional engagement. Our people share the benefits and values of a single, unified, European family. We understand the needs of our customers, adapt quickly to change, and deliver the services and support their need, across Europe and beyond.
Driving a consistently unrivalled quality of service requires SCC\'s employees to share the following set of values: INDEPENDENCE - freedom of choice;
LEADERSHIP - ground breaking ideas; ACTION - delivery beyond expectations; FLEXIBILITY - tailored versatile solutions; COMMITMENT - considered long term solutions; TRUST - reliable honest partnership.
We are opening shortly a new branch in Iasi, Romania. We are interested in the following profiles.
