Technical Helpdesk Coordinator

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com.

Role: Technical Helpdesk Coordinator 

Location: Bari, Italy (Onsite 5days a week to Office)

Hiring: Permanent

Detailed Job Description:

Responsibilities

• First point of contact for all end user reporting technical issues over the phone Chat or email or web
• Responsible for providing the first line of technical support of hardware Operating Systems subsystems and or applications for customers and or employees
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
• Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
• Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
• Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
• Maintains records informs users about the process and advises relevant persons of actions taken
• Adhere to the documented policies and procedures
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Engages other support teams or resources as when appropriate to resolve tickets
• Use appropriate CTI classification for incidents and requests
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
• Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
• Identify major incidents and invoke the major incident management process
• Identify new issues and contribute to Knowledge Base development
• Install modify and repair computer hardware and software

Required Candidate Profile:

• Candidate should be fluent in Italian and English.
• Relevant experience working as Helpdesk Associate
• Should possess basic understanding of ITIL Practices
• Should have strong verbal written communication and interpersonal skills

 Skills Required:

• Exposure to handling desktop application issues in a remote support setup
• Should have exposure to ITSM ticketing tools i.e. ServiceNow Cherwell Symphony Summit etc
• Good interpersonal organization and customer services skills
• Additional Professional Certifications
• ITIL Foundation Certification is an advantage