ResponsibilitiesLead daily IT operations for assigned geographical areas.Independently assess, diagnose, and troubleshoot IT issues.Perform operational activities to resolve IT-related malfunctions.Ensure timely operation of IT systems and platforms through coordination and collaboration.Use IT Service Management (ITSM) platform for performance tracking and reporting.Document IT solutions in the Knowledge Database.Proactively identify risks and propose improvements for IT operations.Engage in regular IT Workplace and Helpdesk team activities.Ensure resolution of IT tickets within agreed SLAs and KPIs and own end-to-end resolution of IT cases.Deliver excellent user experience during all IT interactions and partner with business units to enhance IT user journeys.Actively engage with regional stakeholders to gather feedback for IT process improvements.Manage difficult situations with professionalism.Provide on-site support and perform IT activities across various client locations.Represent IT at regional locations and support user training on IT concepts and tools.Support multiple IT disciplines, including network infrastructure, helpdesk, application support, and hardware maintenance.RequirementsAt least 5 years of relevant experience in IT operations or support, especially in field services.Strong understanding of IT systems, platforms, and infrastructure.Proficient in diagnosing and troubleshooting IT issues.Familiarity with IT Service Management (ITSM) tools.Advanced knowledge of virtualization, networking and telecommunications.Ability to document solutions in a Knowledge Database.Proven track record in user support and customer service.Language skills: Proficiency in Italian language and a good level of English.Ability to collaborate effectively with IT and non-IT teams.Strong relationship-building skills with stakeholders and partners.Strong organizational skills to manage multiple tasks and prioritize effectively.Proactive in identifying improvements and proposing solutions.Additional RequirementsWillingness to travel for on-site support to other customer locations (up to 50% of your work time).Active participation in team meetings and IT initiatives.
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