Italian Service Desk

About the Role

We are seeking an experienced ItalianService Desk Analyst with strong proficiency in Italian to provide technical and functional support to end-users across multiple regions. The ideal candidate will bring proven expertise in service desk operations, excellent communication skills, and the ability to handle complex technical queries efficiently.

Key Responsibilities

• Act as the first point of contact for end-users requiring IT assistance via phone, email, chat, or ticketing systems.
• Provide technical support in Italian ensuring timely and effective resolution of incidents and service requests.
• Troubleshoot and resolve issues related to:
• Operating systems (Windows, MacOS)
• Hardware (desktops, laptops, printers, peripherals)
• Software applications (MS Office, collaboration tools, ERP/CRM systems)
• Network connectivity and VPN
• Escalate unresolved incidents to appropriate support teams while maintaining ownership until closure.
• Log, track, and document support requests in the IT Service Management (ITSM) tool.
• Ensure adherence to SLA (Service Level Agreements) and ITIL best practices.
• Contribute to knowledge base creation and process improvement initiatives.
• Provide excellent customer service while managing multiple priorities in a fast-paced environment.

Required Skills & Qualifications

• 36 years of experience in Service Desk / IT Helpdesk / Technical Support roles.
• A minimum of B2 Proficiency in Spoken Italian language, with professional fluency in English.
• Strong troubleshooting skills across hardware, software, and network domains.
• Hands-on experience with ITSM tools (ServiceNow, Remedy, JIRA, or similar).
• Familiarity with ITIL processes (Incident, Problem, and Request Management).
• Ability to work in a global support environment, handling cross-regional tickets.
• Excellent communication, interpersonal, and customer service skills.
• Strong problem-solving mindset with attention to detail.

Preferred Qualifications

• ITIL Foundation certification.
• Experience in supporting enterprise environments with multilingual support.
• Knowledge of Active Directory, Exchange, and Office 365 administration.
• Experience in remote troubleshooting tools and techniques.