IT Service Desk Analyst – Italian Speaker/Italiano – Office Based – Milan, Italy

𝗜𝗧 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗸 𝗔𝗻𝗮𝗹𝘆𝘀𝘁 – 𝗜𝘁𝗮𝗹𝗶𝗮𝗻 𝗦𝗽𝗲𝗮𝗸𝗲𝗿/𝗜𝘁𝗮𝗹𝗶𝗮𝗻𝗼

𝗢𝗳𝗳𝗶𝗰𝗲 𝗕𝗮𝘀𝗲𝗱 – 𝗠𝗶𝗹𝗮𝗻, 𝗜𝘁𝗮𝗹𝘆

*** This Job Opportunity is only offered for candidates living & eligible to work in Italy.

Office based– Milan, Italy.

Salary Offered: 29000 EUR – 31000 EUR Gross annual salary “Depending on Experience”

Client: IT Company.

Job Description

As an IT Service Desk Analyst, you will be the single point of contact for phone calls, chat, and emails from users regarding IT issues and queries.

Detailed Duties and Responsibilities

• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
• Coordinate between users and resolver groups if necessary.
• Act as a single point of contact for phone calls, chats and emails from users regarding IT issues and queries.
• Adhere to clients’ procedures, policies, and guidelines.
• Ensure that breaks are pre-approved by SME, Team Leader, or Manager.
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.
• Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat, etc.
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members.
• Escalate unresolved calls to the resolution support team.
• Ensure that issues are resolved within the ticket life cycle.
• Adhere to all task-related KPIs to avoid business impact.
• Handle Incidents and escalations.

Targeted Qualifications

• Excellent written and verbal communication skills in Italian – Minimum C1 level or higher.
• English – Minimum B2 level or higher.
• Min. 6 months of previous experience in a similar role.
• Tools: Hand-on experience with ITSM tools like HPSM, BMC Remedy, Monitoring Tools, and CA Service Desk.
• Level of expertise L1 – L2 On-site or Remote Support.
• A self-motivated achiever who gains satisfaction from providing excellent customer service.
• Application Support: Prior experience in Application Support/Software development, IT Service Desk
• Problem-solving abilities, strong logical analytics.
• Excellent communication skills and telephone manners.
• IT Awareness: Understanding of SDLC, database technology, and OS components would be useful.
• Optional certifications ITIL, MCSE, Software Development/Application support.
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage.
• Optional SAP Application Support experience.

Interpersonal Skills

• Communicative, Speak and/or write well and get your ideas across to others easily.
• Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy
• Efficient, Perform tasks in the fastest and simplest ways that they can be done.
• Organized & Punctual, put things in order so that they run smoothly and are always on time.
• Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
• Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
• Precise, Make sure that things are done accurately, correctly and exactly.
• Willingness to acquire new knowledge.
• Service Customers, be friendly patient and polite with customers and try your best to service their needs/wants.

Offer & Benefits

• Salary Offered: 29000 EUR – 31000 EUR Gross annual salary “Depending on Experience”
• Must be eligible to Live and work in Italy.
• Office based – Milan, Italy.
• Contract: 1-year contract FTC.
• An interesting and dynamic work environment in a multinational company.

How To Apply

If you are interested in the job and you meet the above criteria you need to:

Kindly send your CV to jobs@spotonps.com while including the Job Title in the subject and the consent statement in your CV.

By sharing your CV with us by email, you are consenting to the following statement.

Please take into consideration that due to the large volume of applicants, we will only contact the shortlisted ones

In the CV, or resume or application, place the following statement:

“I hereby consent to the processing of my personal data for the purpose of current and future recruitment processes through “Spot On Sp. z o.o.” and its clients and partners, pursuant to the Act of 29 August 1997 on the protection of personal data (Journal of Laws of 2002, No. 101, item 926, as amended).”

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