Italian Speaking IT Helpdesk Analyst

Italian Speaking Help Desk Analyst| 6 Month Contract | (Inside IR35) | Hybrid, Livingston | Starting ASAP

Day Rate: £DOE

About the Role:

The Group Service Desk provides first, second, and third-line support to colleagues across the business.

You'll take responsibility for providing effective 1st- and 2nd-level support to users via the Service Desk, including support for systems, Servers, and networks. The existing infrastructure primarily consists of Windows 11, Mac OS & mobile devices, as well as several largely bespoke applications, and Citrix-based desktops and applications.

Main Duties:

• Answering Service Desk chat promptly and providing 1st- and 2nd-Line technical support. In some cases, during a disaster recovery, calls might need to be answered.
• Dealing with queries in a calm, timely and customer focussed manner
• Logging, recording, and prioritising all incidents received into the Service Desk
• Supply warm transfers to Service Desk Technical Specialists with appropriate professionalism
• User administration and general support
• Contributing to the effective service provision of the Service Desk Team, adhering to processes and guidelines
• Ensuring online requests and incidents are assigned and handled in line with SLAs.
• Advising and assisting team members with service provision
• Work closely with the 3rd line and other support teams within Workplace Technology

Must have

• Fluent Italian speaker (spoken and written) to support colleagues
• Proven 1st/2nd line Service Desk experience (chat-first support + incident handling)
• Strong customer service skills: calm, professional, clear and empathetic communicator
• Solid ITSM/ticketing discipline: accurate logging, prioritisation, categorisation and working to SLAs
• Confident supporting Windows 11 end users (everyday troubleshooting and fixes)
• Working knowledge of MacOS and mobile devices (iOS/Android) for user support
• Exposure to Citrix desktops/applications (access, session and performance basics)
• User administration experience (account access issues, password/MFA guidance, basic provisioning)
• Structured troubleshooting mindset with excellent notes, handover and escalation quality
• Comfortable working a shift rota (Mon-Sun) within service hours (7am-7pm, including weekends)

Should have

• Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint common issues)
• Basic network troubleshooting (Wi-Fi/VPN, DNS, connectivity checks)
• Familiarity with Active Directory/Azure AD (users, groups, access basics)
• Experience with remote support tools and assisting users securely
• Confidence supporting bespoke/internal applications and learning new tools quickly
• Knowledge base/runbook mindset follows process, spots gaps, helps improve documentation
• Experience working closely with 3rd line/support specialists, including warm transfers and clear escalation summaries
• Awareness of major incident/disaster recovery ways of working (when required)

You must demonstrate a significant interest in technology and bring excellent customer service and communication skills.

This role has been deemed Inside IR35 by the client. Applicants must hold, or be happy to apply for, a valid Basic Disclosure Scotland. Please click the link to apply.