Job: Service Desk Technician

Location: Brindisi, Italy
Closing Date: Tuesday, 31 December 2013

Purpose of the Position

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.

Objectives of the Programme

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.

Summary of Assigned Duties

• Logging service calls and emails in the customer CRM system;
• Analysing and resolving incidents on ICC supported services according to established operational procedures;
• Escalating user and support incidents when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents;
• Monitoring and informing customers of outages, known errors and progress if these cannot be resolved at point of call;
• Assisting in developing or improving technical service policies or technical documentation;
• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements;
• Assisting in providing training for ICC partner supported applications;
• Producing Technical Documentation or User Manuals as required;
• In case of emergencies, providing support (either on-site or remotely using VPN connectivity) outside normal working hours;
• Providing standby and on-call support, and working in shifts as part of ICC's extended service coverage scheme, if and when required;
• Performing other duties as required.

Other Information

Notes

• Appointment against this position is on a local basis.

• Technical and/or personality tests may be carried out as part of the selection process.

• Only short-listed candidates will be contacted.

• The ICC retains the right not to make any appointment for this vacancy, to make an appointment at a lower grade or to make an appointment with a modified job description or for shorter duration than indicated above.

• Though you may not be selected for this advertised position, the ICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position.

Recruitment Profile

ICC Global Competencies

Functional Knowledge and Skills

Essential:

• Good knowledge, at a level of providing tier 1+ support to users, of at least one of the following: MS SharePoint, MS SQL Server, SAP ERP.
• Good knowledge, at a level of providing tier 1+ support to users, of at least one of the following: LDAP, IBM Lotus Notes/Domino, SAP Business Objects, MS Exchange, basic network troubleshooting.
• Knowledge of incident and request fulfilment tracking software.
• Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision.
• Understanding of Local and Wide Area Network concepts.
• Knowledge of IPSAS desirable.

Desirable:

• ITIL awareness
• Knowledge of IPSAS

Education

Essential:

• Graduation from secondary school supplemented by training in IT, preferably with diploma.

Desirable:

• ITIL Certification

Experience

Essential:

• At least five (5) years of experience in information technology or related area, including at least three years (3) in working in a Service Desk environment, supporting end users and other technical teams.
• Experience in drafting technical and user documents.
• Experience in training end users.

Desirable:

• Experience in Infrastructure monitoring

Languages

• Expert knowledge of English is required (written and verbal)
• Knowledge of Italian is desirable

More Info and Application