Service Desk Analyst

Key Responsibilities: • Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios. • Respond to user queries professionally, calmly, and efficiently. • Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system. • Ensure incidents and service requests are managed in line with SLAs. • Perform user administration and general technical support. • Provide warm transfers to Service Desk Technical Specialists when escalation is required. • Collaborate closely with 3rd line support and Workplace Technology teams. • Maintain accurate troubleshooting notes, escalations, and handovers. • Contribute to team documentation, processes, and service improvements. Must-Have Skills: • Fluent Italian speaker (spoken and written) to support Client Group colleagues. • Proven 1st/2nd line Service Desk experience (chat-first support and incident management). • Strong customer service and communication skills. • Experience with ITSM/ticketing systems, logging incidents and managing SLAs. • Experience supporting Windows 11 end users. • Working knowledge of MacOS and mobile devices (iOS / Android). • Exposure to Citrix desktops and applications. • Experience with user administration (password resets, MFA guidance, account access issues). • Strong structured troubleshooting approach with clear documentation. • Ability to work rotating shifts including weekends. Preferred / Nice-to-Have Skills: • Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint). • Basic network troubleshooting skills (Wi-Fi, VPN, DNS connectivity). • Experience with Active Directory / Azure AD. • Familiarity with remote support tools. • Experience supporting bespoke/internal applications. • Knowledge base / documentation mindset with process improvement focus. • Experience collaborating with 3rd line support teams and managing escalations. • Understanding of major incident management or disaster recovery procedures.

Experience Required: • Minimum 1 year of IT Service Desk experience. • Ideally 3–4 years in a similar Service Desk or IT Support role. Technology Environment: • Windows 11 • MacOS • iOS / Android devices • Citrix desktops and applications • Microsoft 365 • ITSM ticketing systems Additional Information: • The role does not involve AI integration, but candidates will interact with chatbot and voice bot tools used by the service desk. • Candidates must demonstrate a strong interest in technology, problem solving, and delivering excellent customer service.