Job description:

Key Responsibilities:\\r\\n Provide comprehensive Windows 10/11 support to end users, ensuring high satisfaction levels.\\r\\n Serve as the first point of contact at the digital bar, directly handling end-user issues with professionalism and expertise.\\r\\n Collaborate closely with the hardware asset management team to streamline processes and ensure accurate asset tracking.\\r\\n Deliver hands-on support at the site for all IT-related needs, acting as the crucial hands and feet for on-site assistance.\\r\\n Lead the device refresh initiative, upgrading systems to Windows 11 using modern device management technologies.\\r\\n Utilize ServiceNow for efficient ticketing and issue tracking, maintaining clear and organized records of all support activities.\\r\\n Exhibit excellent written and spoken Italian & English communication skills, capable of explaining complex technical issues in an understandable manner.

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.