IT Service Desk Team Lead (Italian Speaking)

Job Description

Company Introduction

Job Responsibilities and Duties

• Support the Service Desk Manager;
• Provide training and development for service desk colleagues;
• Provide direct supervision for service desk technicians in Malta;
• Accurate logging, investigation, escalation & timely resolution of customer incidents and requests in relation to SLA’s;
• Incident resolution onsite & utilising remote support (troubleshooting, root cause analysis);
• Ensure documentation is kept up to date;
• Responsible for System administration duties inclusive of Windows, Mac & Linux;
• Responsible for User setups (accounts, distribution lists, startersLeavers process);
• Responsible for Hardware builds and deployment;
• Responsible for Desktop support & software installation;
• Responsible for Pre-deployment testing for hardware and software;
• Install all IT equipment such as PC’s, monitors, printers, scanners etc (including some manual handling);
• Maintain and update the AssetConfiguration management system;
• Liaise with 3rd party software, hardware and support service providers;
• Issue reports in a timely and professional manner when required.

Experience

• Have 3 years of previous experience as an IT Service Desk;
• Previous experience supervising staff;
• Experience in using an ITSM (eg/ Fresh Service, Jira);
• Be fluent in English and Italian;
• Experience of ITIL working practices, including Incident, Problem & Change Management;
• Knowledge of monitoring systems (eg/ Nagios/PRTG);
• Ability to build and troubleshoot workstations (hardware and software);
• Proficient with working with Windows OS environments (Windows 10);
• Proficient with Microsoft Office.

Personal Skills

• Have leadership skills;
• Have outstanding interpersonal skills;
• Ability to operate as a team player, with a flexible and positive attitude;
• Be attentive to detail;
• Have time management skills;
• Ability to multi-task, prioritize and be able to work independently.