IT Service Desk Analyst with Italian AND English

Office Depot Service Center Cluj-Napoca is looking to start a new service desk team for out internal IT partner; the team will help to deliver outstanding services to the entire Office Depot European organization.

Your profile:

• Strong language skills in English AND Italian
• Availability to work in shifts (Bank Holidays included)
• Customer service oriented with excellent communication skills
• Inquisitive and creative in problem troubleshooting
• Process driven attitude
• Individual and team work skills
• Analytical thinking
• Quality and result driven attitude
• Fair-play

What we offer:

• Flexible schedule
• Full time/part time job
• Training to prepare you for the position
• Growth opportunity within the department
• Attractive benefit package
• Exposure to a wide range of tools, systems and environments 

The IT Service Desk Analyst role that we offer provides a great opportunity to learn and grow while delivering first level support to a very dynamic user community.

Your responsibilities will include the initial case assessment, case documentation, troubleshooting, resolution of basic incident with the support of IT knowledge articles and assignment of cases to relevant support teams.

You will engage with our users on a daily basis via phone, email, chat and tickets, ensuring that they receive the best support in dealing with the reported issues.

Your role, your mission, our team goal:

• Single Point of Contact for all IT related issues for our user community
• Act as first line in user communication for 2nd level support teams
• Provide initial remote technical software & hardware support to users
• Respond to user queries, providing timely resolutions/updates to issues
• Log all related activities for each case received in the case tickets
• Classify and make an initial assessment of incidents & service requests
• Track and route problems & requests as well as document resolutions in case tickets as per available Knowledge Documents
• Proactively handle secondary issues discovered while investigating a reported case and log case tickets accordingly
• Deliver high end quality services to the business as a team as an individual
• Work effectively in a shared model