Help Desk Specialist

Max Mara Fashion GroupAn 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 more than 40 companies and over 5,500 employees, operates in 105 countries.Our ecosystem is made of more than 50 Departments, 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.Job DescriptionThe 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 email1.02 Analyzes the requests received by formulating relevant questions and/or activating remote diagnostic procedures1.03 Identifies the ideal and effective solution to ensure business continuity1.04 Guides the internal customer in resolving the problem1.05 Follows the procedures for escalation of unresolved issues to the other IT functions in charge1.06 Provides accurate information on the IT products or services under management1.07 Tracks and records the events and problems encountered and the solutions provided to the system1.08 Monitors and updates the internal customer on the progress of the assistance ticket1.09 Collects feedback or suggestions from the internal customer and reports them to the development team1.10 Identifies and suggests any improvements to procedures1.11 Enrichs the knowledge base by promptly and appropriately recording the problems encountered and the solutions adopted1.12 Promotes the development of role learning through proactive, team and digital activities, aimed at innovation and improvement effectiveness/efficiency of its Responsibilities1.13 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