The Help Desk Attendant is responsible for ensuring effective first-level support (by telephone or email) to office-based and/or retail users in order to resolve technical problems. The core responsibilities of this role include: analyzing user requests; autonomously supporting users in order to resolve minor problems; qualifying and consistently addressing incidents based on the topic; monitoring incident resolution and communicating the progress to users; proactively proposing preventive and improvement action by examining requests and feedback.
Qualifications1.01 Acts as the first point of contact for the internal customer and provides level I technical assistance via telephone and/or email
1.02 Analyzes the requests received by formulating relevant questions and/or activating remote diagnostic procedures
1.03 Identifies the ideal and effective solution to ensure business continuity
1.04 Guides the internal customer in resolving the problem
1.05 Follows the procedures for escalation of unresolved issues to the other IT functions in charge
1.06 Provides accurate information on the IT products or services under management
1.07 Tracks and records the events and problems encountered and the solutions provided to the system
1.08 Monitors and updates the internal customer on the progress of the assistance ticket
1.09 Collects feedback or suggestions from the internal customer and reports them to the development team
1.10 Identifies and suggests any improvements to procedures
1.11 Enrichs the knowledge base by promptly and appropriately recording the problems encountered and the solutions adopted
1.12 Promotes the development of role learning through proactive, team and digital activities, aimed at innovation and improvement effectiveness/efficiency of its Responsibilities
1.13 Adopts significant behaviors and promotes operational/cultural actions for Sustainable Development, understood as the interconnection of practices oriented towards the Care of the Environment, Business Processes and Organizational Community
Skills Required
- Acts as the first point of contact for internal customers providing level I technical assistance
- Analyzes requests by formulating relevant questions and activating remote diagnostic procedures
- Identifies effective solutions to ensure business continuity
- Guides internal customers in resolving problems
- Follows procedures for escalation of unresolved issues
- Provides accurate information on IT products or services
- Tracks and records events and problems encountered
- Monitors and updates internal customers on progress of tickets
- Collects feedback and suggestions from internal customers
- Identifies and suggests improvements to procedures
- Enriches the knowledge base by recording problems and solutions
- Promotes development of role learning through proactive activities
- Promotes operational/cultural actions for Sustainable Development
What We Do
An Italian House of Brands, Family Owned Since 1951. Passion, commitment and tradition have created a unique fashion style: today 10 Main Brands and more than 60 different Collections find common ground in quality, style and respect for the distinctive feature that make Max Mara Fashion Group one of the most famous worldwide. Max Mara Fashion Group, with 41 companies and over 5,500 employees, operates in 105 countries. Our ecosystem is made of 44 Depts, including Fashion Design, Marketing, Operations, Retail, Stores, ICT, Architecture Design, Economics, BI, etc. in an Holistic approach to our Customers and leveraging all the new digital competences. We are looking for travel companions. Travelers willing to explore new skills and abilities that have the shape of water and can adapt to different situations and find new paths not yet covered.
