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Incident Management Associate with Italian

Job Location: Bucharest

Regional Description: Romania

Job Number: 00469363

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- Job description

- Provides first level IT Support to multiple clients supported out of Romanian Service Desk. Performs initial level of problem identification and attempts resolution

- Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues.

- Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed

- Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses

- Actively participates in preventive maintenance, by documenting common problems and scripts for customer support in the Service Desk knowledge base.

- Shares information required for the team to be successful

- Demonstrates understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings

- Develops and maintains knowledge of BMC Remedy (incident tracking system), AIDU and of the Service Desk procedures and business environment

- Seeks opportunities to improve knowledge, skills, and performance and is receptive to feedback.

- Excellent customer service skills

- Excellent interpersonal skills

- Fluent in English and Italian

- Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organisational- Bachelor degree in a related field or equivalent work experience

- Technical expertise in the following: Windows Operating Systems, Microsoft Office, Network Connectivity, Print Services, Hardware, Microsoft Outlook client and OWA.

- Ability and desire to build additional technical skills

- Ability to interact effectively with others in a team environment

- Ability to follow instructions to produce desired results

- Aptitude to manage many tasks simultaneously

- Ability to work with broad range of experience levels

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