TECNICO INFORMATICO SUPPORTER A TARANTO

-Key Objectives (purpose & summary) An IT Supporter has the responsibility to: • Provide a single point of contact for business end users in need of IT Support. • Provide onsite local support where physical nearness and presence to users is required. This also includes agreed locally determined support tasks, e.g. due to local language in software. • Provide high-quality support, i.e. short response time to callers and high resolution rate • Provide on-call availability if required • Arrange Business trips is required Key Products / responsibilities For business end-users: • Provide high-quality centralized or on-location support, i.e. short response time to callers and high resolution rate • Ticket handling (Receiving, registering, documenting, prioritizing and distributing service calls) • Ticket resolution (incident handling, request fulfillment) Special Tasks: • Dispatcher • Elevated User Permission Key Performance Measures Key Stakeholders for collaboration/coordination For support provided to Vestas end-users: • Efficiency of IT User Support provision (i.e. first call resolution rates etc) • Process efficiency & compliance • Vestas end-users • Global IT and vendors: Other 1st, 2nd and 3rd level support departments Skills required Skills & competencies that can be developed in the position General Requirements: • Basic IT literacy / computer troubleshooting skills • Service minded • Experience in supporting large-scale/global sites from a central remote location • Fluent in English oral and written • Multi cultural understanding. Ability to work with varied culture globally. • Reliable and demonstrated customer service and user-advocacy skills • Strong communication skill including ability the explain computer instructions to end-users • Good interpersonal skills. Team Player. • Analytical, structured a