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company_seo_logo Mermec 26 - Service Desk 2° level


Italia, Lombardia, Milano


Industria metalmeccanica



Data: 30/11/2021

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The service desk agent is the point of contact for customers.  The service desk agent caters to all technical concerns of the customer and provides fast and effective service to inquiries. Aside from this, the service desk agent collates all customer concerns and reports every transaction to management for evaluation and improvement of its service and products. The service desk agent must have good conversation skills and be able to handle the pressure.


  • Diagnose and resolve hardware and software issues involving network connectivity, email clients, VOIP and more
  • Monitor tickets to ensure SLA response and resolution
  • Create tickets in a proprietary environment using ITIL
  • Receive incoming calls, handle walk-in guests, troubleshoot as needed
  • Process e-mails from assign in-boxes throughout the day while maintaining e-mail SLA
  • Consult with third-party support and PC equipment vendors to resolve out of scope issues
  • Provide first and second level support for desktops, laptops, and handhelds
  • Resolve network connectivity issues including off site LAN and wireless access to office network
  • Used ITSM ticketing systems to ensure tickets are written thoroughly, with all critical information
  • Provide telephone and email support for clients via step-by-step instructions, or using remote access software
  • Provide support in network troubleshooting, including connectivity, wireless LAN access, and VPN/broadband issues
  • Perform system imaging, personal data backup, proprietary data recovery, and OS troubleshooting of production equipment
  • Assist employees with VPN dial up and wireless connections when working remote to allow them access to the network
  • Provide critical support in troubleshooting and maintaining all system applications and hardware resources
  • Assist customers in resolving basic technical problems by providing guidance regarding software and hardware problems


  • Cloud service platform expertise
  • 2 or 3 years of experience in the sector;
  • It's a plus, master's degree in computer science or equivalent;
  • Good knowledge of the English language;
  • good knowledge of the main CRM and IT systems;



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