Service Desk Specialist

Job Title:

Italian Speaking Service Desk Analyst

Location: Bari, Italy (Onsite)

Type: Permanent

About the Role:

We are looking for a proactive and customer-focused Italian Speaking Service Desk Analyst with at least 3 years of experience to join our IT support team based in Bari, Italy. The ideal candidate will have strong troubleshooting skills, excellent communication abilities in both Italian and English, and a passion for delivering high-quality technical support to end-users.

Key Responsibilities:

• Act as the first point of contact for IT service requests and incidents, supporting users in Italian and English.
• Diagnose and resolve technical issues related to desktops, laptops, applications, and remote connectivity in a timely manner.
• Manage and track incidents and service requests using ITSM ticketing tools such as ServiceNow, Cherwell, or similar platforms.
• Escalate complex issues to relevant teams while ensuring regular communication with end-users.
• Provide remote desktop/application support in a service desk environment.
• Follow ITIL best practices in incident management, problem resolution, and service delivery.

Required Skills & Experience:

• Minimum 3 years of experience working in a Service Desk or Helpdesk role, supporting IT systems in a remote or on-site setup.
• Fluency in Italian and good command of English (spoken and written).
• Experience in ITSM ticketing tools such as ServiceNow, Cherwell, Symphony, or Summit.
• Good understanding of ITIL practices and troubleshooting methodologies.
• Strong interpersonal, organisational, and customer service skills.
• Exposure to desktop application support and remote troubleshooting.

Preferred Certifications:

• ITIL Foundation Certification (advantageous but not mandatory).