Senior Service Desk Agent
Date de publication :
15 avril 2025Taux d'activité :
100%Type de contrat :
Durée indéterminée- Lieu de travail :Boffalora Sopra Ticino
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Résumé de l'emploi
Rejoignez Vetropack Italia en tant qu'Agent Senior Service Desk. Participez à un environnement dynamique et en pleine croissance.
Tâches
- Fournir un support technique avancé pour les utilisateurs finaux.
- Former et encadrer les agents junior du service desk.
- Collaborer avec les équipes de support pour résoudre des problèmes critiques.
Compétences
- Expérience en support IT et compétences en mentorat nécessaires.
- Excellente connaissance des systèmes matériels et logiciels.
- Compétences en gestion des incidents et des SLA.
Est-ce utile ?
Senior Service Desk Agent
Vetropack Italia S.r.l., owned by Swiss group Vetropack Holding Ltd, leader in European glass packaging industry, is present in Italy since 2015, when it bought a production site in Trezzano sul Naviglio (MI). For the need of modernization and expansion of production capacity, Vetropack developed a new Industrial Site located in Boffalora Sopra Ticino (MI). The New Plant construction took almost 2 years and cost 400M CHF investment.
We are looking for a new Senior Service Desk to join our Team!
The primary purpose of the Senior Service Desk Agent is to provide advanced technical support to end-users, ensuring the efficient resolution of complex IT-related issues and maintaining high levels of customer satisfaction. The objective is to act as a senior point of contact for IT support, troubleshooting advanced hardware and software problems, mentoring junior team members, and escalating critical issues to higher-level support teams when necessary.
Main Taks:
Act as an escalation point for critical technical problems and provide guidance to junior team members.
Develop and deliver training programs for service desk staff to enhance their technical skills and knowledge.
Collaborate with IT leadership to align service desk operations with organizational goals and objectives.
Manage major incidents and coordinate with relevant teams to ensure timely resolution.
Develop and maintain up-to-date documentation for troubleshooting procedures, policies, and best practices.
Provide advanced technical support for hardware, software, and network-related issues.
Mentor and train junior Service Desk Agents, providing guidance and support to enhance their technical skills and knowledge.
Collaborate with third-level support teams to resolve critical issues and implement long-term solutions.
Monitor and manage the ticketing system to ensure timely resolution of issues and adherence to service level agreements (SLAs).
Participate in the development and implementation of IT policies and procedures.
Conduct regular reviews of service desk performance and provide recommendations for improvement.
Creating purchase requisitions in ERP
Maintain equipment stock
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Boffalora Sopra Ticino, IT
