SERVICE DESK TECHNICIAN JUNIOR

InRebus Technologies S.
.
.
(part of the FOS Group) s is an innovative SME based in Turin, active in the field of ICT technology applications and digital learning projects.
The company has been in the market for over twenty years, particularly in the automotive and finance sectors.
FOS acquired 100% of the share capital of InRebus Technologies to enhance growth and integrate IT services activities in the Piedmont region.
The goal is to promote the evolution of recurring and outsourcing services, expand FOS digital offering with a new line dedicated to Digital Learning, and establish a new territorial presence.
Required Profile.
Technical profiles are required with Service Desk ticketing experience and monitoring tools knowledge, the Service Desk technician will be under the close supervision of the Team Leader and will reportto the Service Desk Head of Unit.
Scope of Work  The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and escalating technical issues to the Tier 1 level, and escalating higher complexity incidents as needed.
It is also responsible for the monitoring of the corporate ICT infrastructure.
Responsibilities may include part of or all the following.
End-to-end management of support requests,incidents, and event-generated incidents in the ticketing system and follow-up throughout the incidentlife cycle for Service Desk operations.
Analysing and resolving incidents according to established operational procedures.
Escalating incidents when necessary and identifying and employing measuresto prevent reoccurrence.
Monitoring of the ICT infrastructure using various monitoring technologies.
Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
Producing technical documentation or user manuals as required.
Performing other duties as required.
Required Technical Skills.
The resource MUST  have the following skills and experience.
A minimum of 1 year of experience in a ServiceDesk environment, supporting customers, and the following functional and technical skills.
Working knowledge of ServiceNow or other ticketing tools.
Incident and Request Management and escalation.
Working knowledge of one or more Operational Monitoring Tools – SCOM, OEM, NNMi, Argos.
Language fluency in Englishis required (verbaland written).
Excellent telephonemanners, and interpersonal skills.
Ability to work under pressure.
Excellent problem-solving abilities.
The resource SHOULD  have knowledge of the following.
Avamar or other backupand restore tools Knowledge of Linux and Windows Servertroubleshooting and commandline M365 Outlook and Teams knowledge Required Soft Skills.
Customer facing experience and oral communication skills Ability to write documentation & reports Creativity/ abilityto find innovative solutions Willingness to learn on the job Conflict management & cooperation Ability to work under pressure Flexibility and cooperation amongstthe team Desirable certifications.
ITIL certification Diploma or equivalent in a ComputerScience related area Any other relevant IT certifications