First-Line IT Helpdesk Specialist: End-User Support

Infinity Quest Uk; Italia; On-site; EUR 24,000 - 32,000; Full time

Job summary

Infinity Quest UK is seeking a diligent Helpdesk Associate to join our IT support team in Italy. You will handle first point of contact via phone, chat, email or web and provide initial technical assistance for hardware, operating systems, subsystems and applications.

You will log incidents in the ITSM tool, advise users on actions, and escalate unresolved or complex issues to Remote or Field Engineering as needed, while maintaining SLA adherence.

Qualifications

• Minimum 3 years of experience as a Helpdesk Associate.
• Basic understanding of ITIL practices.
• Strong verbal and written communication and interpersonal skills.

Responsibilities

• Act as first point of contact for end users via phone, chat, email or web.
• Provide first line of technical support for hardware, operating systems, subsystems and applications.
• Perform remote troubleshooting with diagnostic techniques and pertinent questions.
• Log incidents and requests in the ITSM tool and maintain records.
• Escalate unresolved or complex issues to Remote Support Engineering or Field Engineering as needed.

Skills

Helpdesk experience

ITIL knowledge

Verbal communication

Written communication

Interpersonal skills

Job description

Infinity Quest UK is seeking a diligent Helpdesk Associate to join our IT support team in Italy. You will handle first point of contact via phone, chat, email or web and provide initial technical assistance for hardware, operating systems, subsystems and applications.

You will log incidents in the ITSM tool, advise users on actions, and escalate unresolved or complex issues to Remote or Field Engineering as needed, while maintaining SLA adherence.