We are looking for a HELP DESK with excellent knowledge of the English language. - what will you do?_ - Work with the user face to face (or via telephone) to resolve problems with IT service issues, - Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s, - Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams - Seek to document and communicate new fixes and workarounds to 1st & and 2nd Line support teams, - Ensure full adherence to escalation procedures in Incident, Problem & Change Management, - Take ownership of escalations when asked, deliver solutions - Seek to improve process & procedures Dynamism, responsibility and analytical skills complete the profile. Workplace: Milano _ We look forward to your CV!_ La ricerca si intende riferita a persone di entrambi i sessi (L. 903/77).