Technical Help Desk Specialist

InPost is a leading player in the business to consumer parcel delivery market. In Poland, they are successfully redesigning the last mile for e-commerce as the market leader. InPost covers the Italian market with a network of 5000 PUDOs (Pick Up and Drop Off points) and 5000 fully automated parcel lockers (that are accessible 24/7) enabling customers to collect, send and return parcels at their earliest convenience. The aim is to continue scaling InPost in the Italian market in a similarly rapid trajectory to that of Integer’s Polish home market. We’re passionate about our mission and products and our People are the reason we succeed. We’re looking for people with drive and curiosity, who will join us in re-writing the norm!

Overview:

We are seeking a highly organized and proactive Service Desk Specialist to join our Italian team within the APM Operations Service. The successful candidate will be responsible for dispatching maintenance and repair orders, monitoring the status of pending orders, ensuring compliance with estimated time of arrival (ETA) and service level agreements (SLA) and expediting orders that risk breaching their SLA.

Key Responsibilities:

• Dispatch Maintenance and Repair Orders: Efficiently allocate maintenance and repair orders to the appropriate teams (internal or external), and ensure that all tasks are initiated promptly.
• Daily Monitoring of Service Tickets: Conduct daily reviews of all service tickets to ensure they are progressing appropriately. Identify any delays or issues and take necessary actions to resolve them.
• Monitor Pending Service Orders (for interventions): Regularly review the status of pending orders to identify any delays or issues and take necessary actions to resolve them.
• Track ETA and SLA Compliance: Continuously monitor each order to ensure that it is on track to meet the estimated time of arrival (ETA) and service level agreements (SLA). Update relevant stakeholders on any changes or delays.
• Expedite Orders at Risk: Proactively identify orders that are in danger of not meeting their SLA and take immediate action to expedite their completion. This may involve coordinating with various teams and escalating issues as necessary.

Key Skills:

• Communication: Maintain clear and effective communication with external and internal teams, including maintenance, repair, and customer service departments, to ensure smooth operations and customer satisfaction.
• Documentation: Accurately document all dispatching activities, order statuses, and any actions taken to expedite orders. Ensure records are up-to-date and easily accessible for reporting and analysis.
• Problem Solving: Address any operational issues that arise during the dispatching process and work towards timely and effective resolutions.
• Continuous Improvement: Participate in regular reviews of dispatching processes and suggest improvements to enhance efficiency and service quality.
• Team work: empathy to work and live within a consolidated team.

Qualifications:

• High school diploma or equivalent; additional education or training in logistics, operations management, or a related field is a plus.
• 2-years experience in a dispatching or operations back-office role, if exercised within a maintenance and incident service environment is a plus.
• Strong organizational and multitasking skills, with the ability to manage multiple orders and priorities simultaneously.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with various teams and stakeholders.
• Proficiency in using dispatching software, order management systems, and other relevant tools.
• Detail-oriented with a strong focus on accuracy and compliance with SLAs.
• Ability to work under pressure and handle urgent situations calmly and efficiently.
• Italian mother-tongue; fluency in English at a good and autonomous level, both written and spoken;