Global Service Desk Analyst – Multilingual IT Support

Ayesa Digital; Ispra; On-site; EUR 38,000 - 52,000; Full time

Benefits offered by this job

International projects exposure

Multicultural environment

On-site 3 days per week

Job summary

Ayesa Digital is seeking an experienced Service Desk Analyst to join an international team supporting information systems and ICT tools used by European institutions. Based in Ispra, the role requires on-site presence three days per week and involves guiding users, handling incidents, and ensuring timely resolution with strong customer satisfaction.

Ideal candidates hold a Master’s degree (EQF Level 7) with at least five years in IT support, proficiency in Microsoft Office and Adobe Acrobat Pro,

Qualifications

• University degree at EQF Level 7 and 5+ years IT experience.
• 5+ years in user/customer assistance.
• 5+ years in Microsoft Office; 3 years with Adobe Acrobat Pro.
• Experience with Atlassian Confluence and Jira in at least one project.

Responsibilities

• Provide user guidance and support on information systems and ICT tools.
• Follow up incidents and organise reporting.
• Track and resolve service requests through ticketing systems with SLAs.
• Log, categorise and escalate software defects with full traceability.
• Categorise and prioritise tickets across channels with triage rules.
• Ensure first-call resolution and ticket hygiene.
• Document knowledge and transfer it to colleagues.
• Review KPIs monthly and feed improvements into problem management.
• Prepare shift handover notes and peak-time staffing plans.

Skills

IT professional experience

Customer assistance

Microsoft Office

Adobe Acrobat Pro

Confluence

Jira

Ticketing systems

Multilingual collaboration

English (C1)

Education

Master's degree (EQF 7)

Tools

Confluence

Jira

Job description

Ayesa Digital is seeking an experienced Service Desk Analyst to join an international team supporting information systems and ICT tools used by European institutions. Based in Ispra, the role requires on-site presence three days per week and involves guiding users, handling incidents, and ensuring timely resolution with strong customer satisfaction.

Ideal candidates hold a Master’s degree (EQF Level 7) with at least five years in IT support, proficiency in Microsoft Office and Adobe Acrobat Pro,