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.