Responsibilities
- Lead 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.
Requirements
- At 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 Requirements
- Willingness 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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