Italian-Speaking Help Desk Call Analyst

What you’ll be doing

As a member of our accomplished team of Analysts, you’ll serve as the first point of contact for our helpdesk users. You’ll answer incoming calls and emails, offering technical support and assistance to our esteemed clients. Troubleshooting issues through diagnostic tests and remote access will be your forte, aiming for a first-time resolution whenever possible.

Deliver top-notch, professional and friendly service to support our stellar reputation and aspire to be the very best.

We’ll equip you with the training and support needed to further your career in the world of IT.

Role highlights:

• Swiftly respond to customer queries via email or phone.
• Expertly determine the best solution based on customer-provided issue details.
• Skilfully diagnose system errors and other technical challenges.
• Keep detailed logs of events and problem resolutions.
• Stay proactive with follow-ups, ensuring customer satisfaction.
• Request feedback and monitor calls to enhance our training methods.
• Perform software installations or updates to address issues.

When and where will you be working?

You will join our busy Help Desk team in a hybrid role, working both remotely from home and from our open-plan Nottingham City Centre Head Office. This is a part-time position, working three days a week: Tuesday, Saturday and Sunday. Each shift is 8 hours, totalling 24 hours per week.

Is this the role for you?

If you can confidently answer “Yes” to the following questions, this role is perfect for you:

• Can you write and speak Italian fluently?
• Have you worked in a fast-paced Help Desk/support centre or retail environment?
• Do you thrive in a target-driven environment, boasting excellent customer service skills?
• Can you communicate effectively over the phone with individuals of varying IT expertise?
• Does pressure fuel your performance, turning challenges into victories?
• Do you revel in taking ownership to secure successful resolutions?
• Are you tech-savvy, well-versed in hardware, software, databases and remote access?
• Are you able to diagnose and resolve basic technical issues?

What’s in it for you?

• Enjoy 20 days of annual leave (inclusive of bank holidays).
• Take advantage of our travel pass loan and cycle to work scheme.
• Keep your eyes in top shape with free eye tests.
• Join our discounted dental care scheme.
• Explore the option to purchase additional holidays.
• Access our childcare scheme to ease your responsibilities.