IT Specialist

Vetropack Italia S.r.l., owned by Swiss group Vetropack Holding Ltd, leader in European glass packaging industry, is present in Italy since 2015, when it bought a production site in Trezzano sul Naviglio (MI). For the need of modernization and expansion of production capacity, Vetropack developed a new Industrial Site located in Boffalora Sopra Ticino (MI). The New Plant construction took almost 2 years and cost 400M CHF investment. 

We are looking for a new Senior Service Desk to join our Team!

The primary purpose of the Senior Service Desk Agent is to provide advanced technical support to end-users, ensuring the efficient resolution of complex IT-related issues and maintaining high levels of customer satisfaction. The objective is to act as a senior point of contact for IT support, troubleshooting advanced hardware and software problems, mentoring junior team members, and escalating critical issues to higher-level support teams when necessary. 

Main Taks:

• Act as an escalation point for critical technical problems and provide guidance to junior team members.

• Develop and deliver training programs for service desk staff to enhance their technical skills and knowledge.

• Collaborate with IT leadership to align service desk operations with organizational goals and objectives.

• Manage major incidents and coordinate with relevant teams to ensure timely resolution.

• Develop and maintain up-to-date documentation for troubleshooting procedures, policies, and best practices.

• Provide advanced technical support for hardware, software, and network-related issues.

• Mentor and train junior Service Desk Agents, providing guidance and support to enhance their technical skills and knowledge.

• Collaborate with third-level support teams to resolve critical issues and implement long-term solutions.

• Monitor and manage the ticketing system to ensure timely resolution of issues and adherence to service level agreements (SLAs).

• Participate in the development and implementation of IT policies and procedures.

• Conduct regular reviews of service desk performance and provide recommendations for improvement.

• Creating purchase requisitions in ERP

• Maintain equipment stock