Help Desk Level2 Specialist

With over twenty-eight years’ experience to the needs of Insurers,RGI is one of the most dynamic companies on the Italian ICT scene. It boasts a leadership position in the provision ofsoftware products and technological services specifically for the insurance sector.

RGIspecialises in the development and implementation ofmodular insurance Policy Administration System solutionsfor all distribution channels. It has been a technologically innovative company since its inception in1987 in Ivrea, in an area with a great industrial heritage and a deep-rooted culture of innovation, a constant feature along its industrial journey.

RGIstarted out as a software house dedicated to information systems for banks. Its first success was the automation of the SanPaolo bank cash points, but the company soon shifted its attention to the needs of the insurance world:PASS_Brokerwas the first software application developed exclusively for brokers.RGIthen developed thePASS line, a range ofsoftware products specifically for the insurance sector, which has enabled it to achieve consistent commercial and productive success and to become a benchmark for the market.

RGIhas over700 employeesin12 EMEA offices. The high standing of the Group’s insurance clients is a testament to the reliability, expertise and quality of the services provided.

Since 2003,RGIhas increased the number of services offered bydiversifying its businessand specialising in all the various areas of the insurance market.

These phases have given a strong sign of continuity and constant growth pursued by RGI.

Duties

Responds to incoming phone, email or web reported technical issues from internal and external users related to application, network. Provides support to local and remote client for a suite of proprietary and custom software applications Identifies severity and impact and documents details in the Help Desk call tracking system Diagnoses, troubleshoots and attempts to resolve issues within identified service level agreements Performs system monitoring to ensure service level agreements are met and alerts appropriate IT staff and management of any downtime or missed SLAs Works in partnership with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution  Communicates status and updates to end users in a timely and consistent manner Proactively identifies and recommends enhancements to the overall IT infrastructure Sets priorities for open issues and escalate issues to the correct department for resolution  Follows through with closure of user issues  Learns new and existing software products or feature  Recreates problems locally using varying combinations of software Creates and documents workarounds Performs basic printer support & troubleshooting Performs basic network connectivity troubleshooting Performs software installation processes Assists in User Acceptance Testing on new releases Administer new employee account, IT access requests and termination needs company-wide for internal and external users. Perform routine internal audits to ensure all access rights are accurate and complaint.  Effectively communicate status and updates to end users in a timely and consistent manner.  Create and document workarounds and procedures when needed.  Defers escalated or non-standard issues to higher level staff or management. Decisions and recommendations should be reviewed by higher level staff and management.  May require limited travel offsite Performs additional support duties as required and assigned