Italian Service Desk

About the Role

We are seeking an experienced Italian Service 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

Preferred Qualifications

Skills Required

Servicenow, Active Directory, Windows, Jira, Office 365, Ms Office, Crm Systems, Remedy, network connectivity , collaboration tools, Vpn, Request Management, Exchange, Itil Processes, Macos