Información del trabajo

Job purpose and context:

The successful candidate will be the team leader of our Customer support team dedicated to one of our key accounts

Responsibilities:

• Coordinate the team who will provide first line IT helpdesk support via phone and e-mails


• Participates in weekly technical meeting


• Prepare schedules tailored to requirements


• Analyzes team activity (statistics and performances) and makes recommendations for improvement


• Analyzes recurrent incidents and identifies problems, contributes to managing service levels


• Prepares and presents the reporting, and other deliverables


• Validates compliance with procedures and solution guides by the team


• Validates the adequacy of delivered service rendered and end-users perception

Profile and skills:

Spoken languages: fluent Italian and English

• At least 3 years’ service desk and customer care experience with at least 1 year of management experience as a team leader or a team leader back-up in a customer department, in the supervision of Service Desk service


• Capacity to lead, motivate, support and train the technicians


• Capacity to analyze technicians’ performance and propose improvement plans where needed


• Capacity to analyze, anticipate and propose qualitative and quantitative improvements


• Well groomed, customer-orientation, team spirit, communication skills


• Conscientiousness, rigor, control and organizational skills

What we offer:

Central building offices with excellent view on the city, top facilities and equipment

Competitive salary, performance bonus, meal tickets and gift vouchers

Training opportunities

Regina Maria medical package

Extra vacation days

Massage at the office day

Fruits on the house