Adecco Italia spa, Padova1 office is looking for an important client company a:
SUPPORT ANALYST
This role requires someone who is a specialist in a specific product or module. You have a background working in a technical, problem solving customer service environment, and have experience of investigating and identifying solutions to a range of situations.
Key Duties
• Analysing and resolving complex product issues, using analytical, technical or programming skills
• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
• Guiding, advising and coaching both colleagues and customers on issue and problem resolution
• Documenting solutions and producing written guidance on resolution steps and procedures
• Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
• Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
You'll have the following:
- MS Windows Operating System
- Networking (LAN/WAN)
- Hosting architecture
- Printer installation & configuration
- Client installation & configuration
- Users configuration (terminal Server, RDP)
- Experience with Database architecture (ideally Informix)
- Experience with ODBC
- Experience in understanding how to troubleshoot performance issues
Key Results Indicators & Measures of success
• Service responsiveness, productivity and time to resolution to agreed standards
• Resolution of calls / problems within defined deadlines
• Positive engagement and customer satisfaction demonstrated by customer feedback from CSI survey
• Demonstrable contribution to continual improvement of support processes and practices
• Effective ability to provide technical mentoring to Support Analysts
• Evidence of leading the introduction of new products into the support function
• Achievement of departmental objectives
• Infrastructure (network, printing, hosting, firewalls, internet technologies, Microsoft products)
• Hardware (servers, desktop/laptop, printers, network, firewalls)
• ERP Application support – module specialisation
Categoria Professionale: Infrastruttura IT / DBA
Città: Padova (Padova)
Disponibilità oraria:
- Full Time
