Helpdesk Support

Mondiale VGL is a leading international freight forwarder and logistics provider offering a complete end-to-end service inclusive of road transport, air freight and sea freight, customs clearance and warehousing. With over 40 years of strong industry relationships, we provide access to the world’s most significant trade routes for our customers operating in various industry sectors across Oceania, Asia, Europe, Norht and South Amenrica, Middle East and Africa. With over 1,500 employees located in 13 countries across the globe, our team members come from a diverse range of backgrounds, ages, cultures and beliefs, which is a key strength in our success. We are proud of our heritage and the platform it provides our people and business for growth. Join us and build a reputation for getting things moving and shape the career you want.

We are excited to let you know that at we are looking for people with the experience, passion and drive to join our IT team in Reggio Emilia. If you are passionate about Informational Technology and interested in building a career in a fast-growing Company with a multicultural environment, we would love to hear from you!

Job Title

Helpdesk Support

Job Scope

The IT help desk support technician performs various functions in resolving issues concerning software and hardware operation for an organization or/and its customers.

Job responsibilities

• Offer Level 2 customer-centered technical support for company’s desktop computing environment and corporate network, including supported hardware, Microsoft Office/Outlook and other business applications, and peripheral devices
• Ensure immediate and total restoration of services for all systems and services by promptly responding to users’ requests (including remote users) when they have an IT related problem – proactively recognize the problem and implement needed solutions
• Provide support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstation
• Troubleshoot remote users’ issues by applying remote monitoring and management software
• Provide solution to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources
• Solve problems that do not have documentation by walking customers through established processes for solving problems over the phone or/and in person and utilize critical reasoning in solving the problem
• Remain in touch with a customer until their issues are totally resolved or/and request is completed
• Carry out root cause analysis and create new resolutions to problems that occur frequently
• Identify and correct a problem by performing diagnostic reviews and developing error reports as requested
• Develop and maintain documentation for technology and business processes for end user support
• Offer outstanding customer support and excellent communication
• Ensure a positive support experience for customers by exhibiting professional attitude and a welcoming approach to understanding customers’ problems
• Carry out software upgrade for presently installed software when necessary and with authorization, or request for new software
• Perform upgrade for desktops/laptops, tablets, mobile phones, and any other devices
• Perform administrative duties, including scheduling of equipment or laptop loaners, or any other services/items for company users; organize shipment to remote sites if required

Skills

• Previous work experience in an IT environment supporting desktops, laptops, peripherals, and printers
• Work experience in a service/help desk setting
• Proficient applying tablet, desktop, Server Operating Systems, and all Microsoft applications
• Knowledge of Wireless technologies and LAN
• Knowledge of all Laptop hardware and Desktop types
• Strong knowledge of various technical support concepts, procedures, and practices
• Exceptional customer communication and interaction skills
• Ability to work effectively with various levels of an organization
• Ability to effectively manage multiple tasks simultaneously
• Strong listening skill to fully understand what an end user’s needs and/or requests are
• Exceptional ability to work optimally in a fast-paced environment

What we offer

Not only will you be joining an amazing and supportive business that provides the best Freight services, you will also get:

• A competitive remuneration package, commensurate with the experience
• Strong and supportive leadership team
• Multicultural and inclusive environment, with a supportive work culture
• Concrete growth opportunities: we always look internally before advertising externally for open positions within the company