Desktop Support Specialist

Sharp Brains; Italia; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A technology services company in Italy is seeking an End User Computing (Desktop Analyst) for onsite services. The role includes managing desktop device incidents, providing support, and applying ITIL processes. Candidates should have 2-4 years of experience in onsite support, a strong knowledge of Windows 10/11, and familiarity with ServiceNow. Preferred skills include understanding of Lync/Teams and smart-hands support for MAC devices.

Mansioni

• Manage desktop devices incidents to resolution.
• Provide standard desktop support for Field Users.
• Optimize and maintain desktop configuration.
• Analyze service desk calls for training needs.
• Monitor security profiles and anti-virus software.
• Provide VIP support for desk-side issues.
• Ensure appropriate image installation on devices.
• Apply ITIL processes and manage spare stock.
• Occasional support for MAC devices and tablets.

Conoscenze

Onsite support experience

Windows 10/11

Desktop device incident management

ServiceNow or similar

EUC tools

Remote support tools

MS Office and Outlook

Understanding of Lync/Teams

VPN support

Smart-hands support

MAC devices/tablets

Descrizione del lavoro

Role

End User Computing (Desktop Analyst) L1‑Onsite services

Experience / Skills

• 2‑4 years of onsite support experience
• Strong working knowledge of Windows 10/11
• Experience managing desktop device incidents
• Experience with ServiceNow or similar service‑management tool
• Good expertise on EUC tools, remote support tools, MS Office and Outlook
• Preferred: understanding of Lync/Teams, VPN, mobile device support
• Preferred: knowledge of AD, smart‑hands support, MAC devices/tablets

Responsibilities

• Manage desktop devices (hardware, software, connectivity) incidents through to resolution
• Provide standard desktop support for Field Users devices for lifecycle maintenance
• Support, manage, optimize, and maintain desktop configuration, including patch updates, hardware replacements, and remote management
• Analyze service desk calls to identify user training and automation needs
• Monitor security profiles and anti‑virus software; take action on non‑compliance
• Provide VIP support for desk‑side issues per contract and act as point of contact at the site for IT related issues
• Ensure each desktop device is installed with the appropriate image
• Apply ITIL processes (incident, change, problem, request) and manage spare/buffer stock
• Occasional smart‑hands support for MAC devices and tablets

Qualifications

• 2‑4 years onsite support experience
• Strong knowledge of Windows 10/11 and desktop device management
• Experience with ServiceNow or similar service‑management tool
• Good expertise on EUC tools, remote support tools, MS Office and Outlook
• Preferred: understanding of Lync/Teams, VPN, mobile device support
• Preferred: knowledge of AD, smart‑hands support, MAC devices/tablets