Technical Service Desk Analyst with Italian

Bulgaria | Sofia, Bulgaria
Job ID: 48319

Job Description

Position at Ingram Micro

Upgrade your talent by:

  •  Acting as the initial point of contact for phone calls, chat and emails from associates regarding IT issues and queries
  •  Performing initial and some more complex troubleshooting with the aim to resolve at first call or escalate quickly and correctly if unable to resolve
  •  Utilising all available methods to resolve incidents (phone, email, chat, remote control/assist software)
  •  Adhering to response and escalation SLA’s
  • Must be able to work in a 12 x 5 support environment and interact with customers from various countries
  • Strong support queue management discipline to ensure that all tickets are up to date and to help others if necessary
  • Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
You'll be a great fit, if you have:
  •  University degree and/or training requires such as degrees, courses or study, certifications
  • 2 years previous IT Service Desk and/or Call Center experience preferable but not essential
  • Basic User & Security Group Active Directory administration exposure (Account Unlock, Password Reset, Account Modification, Group Modification)
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 и Office 365
  • Experience with using and troubleshooting Outlook 2013/2016/O365 within a network environment
  • Good knowledge of English and Italian language

As we value our employees, we offer:

  • Competitive salary & Bonus system
  • Additional health insurance + Dental & Optical care, Hospital & Pregnancy care
  • Well-being Program & Multisport card
  • Food vouchers & Transport Allowance
  • Referral and baby bonus
  • Paid holiday days increasing in time
  • Career growth and development – internal and external trainings, language courses
  • Free access to LinkedIn Learning Platform


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