Are you looking for a new opportunity in a fast-moving global company with a family feel? A job where you could have an impact?
We are looking for an IT Services Supervisor to support our client based at ESRIN in Frascati, Italy.
In this role you will provide key support to End User Service Operation Organisation of ESA IT Department in managing the Central Service Desk outsourcer acting as single point of contact to end users' issues and requests.
- This position is open to protected categories under Italian Law 68/99 ("Rules for the right to work of disabled people")._
- Questa posizione è aperta alle categorie protette L. 68/99._
**Tasks and Activities**:
The scope of work will include:
- Supervision of the Tickets handling process (e.g. call resolution, dispatching to the relevant Service Provider, backlog analysis), facilitating the integration between Service Providers.
- Interfacing with IT management.
- Contribution to the Central Service Desk Knowledge Base and Procedures updates, identifying areas of improvement.
- Contribution to Service Catalogue maintenance.
- Support ESA IT Governance in:
- Managing Service Negative Survey, Escalation and Complaint raised by End Users.
- Inserting new services/ removing services.
- Establishing and enhancing Communication Procedures.
- Supporting the decisional process through technical and service analysis.
**Skills and Experience**:
The following skills and experience are mandatory:
- University Degree in IT or Engineering.
- Experience in Application IT Consultancy and IT Service provisioning or supervision.
- Experience in handling/reviewing IT end-user calls for IT related issues.
- Ability to work with remote teams in international context.
- Knowledge of Office 365.
- Knowledge of Tickets Management and Reporting Systems.
- Fluent in English, both written and spoken.
- Good organizational and planning skills.
The following skills and experience would be highly desirable:
- ITIL best practices knowledge.
- High level knowledge of ESA Corporate Applications.
**Why should you apply?**:
- You will have the opportunity to work within a major institution.
- **We encourage everyone to think outside the box and to push the boundaries of traditional knowledge.** This role is an opportunity to join a forward-thinking company and allows for a deeper understanding of the industry.
- Benefits include: competitive remuneration packages; unique career opportunities, including working in other countries; personalized training and development programmes; flexible relocation support.