Global Service Desk Analyst — Multinational IT Support

Ayesa Digital; Ispra; Presencial; EUR 40.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Prestigious EU projects

International, multicultural work env.

EU project support team

Descripción de la vacante

Ayesa Digital is seeking an experienced Service Desk Analyst to join its international team in Ispra, Italy. You will deliver first-line support for information systems and ICT tools used by European institutions, handling incidents and service requests with a focus on quick resolution and high user satisfaction.

You will work on-site three days per week, supporting multilingual teams and collaborating with project managers to maintain service levels.

Formación

• University degree EQF Level 7 (master's level) or 5 years of higher education.
• Minimum of 5 years of IT professional experience.
• 5 years of experience in user/customer assistance.
• 5 years of experience with Microsoft Office.
• 3 years of experience with Adobe Acrobat Pro.
• Experience with Atlassian Confluence and Jira in at least one project.
• Experience troubleshooting applications and routing support tickets.
• Skills in operating systems, remote support tools and ticketing systems, with basic troubleshooting.
• Excellent communication and writing skills.
• Ability to integrate into international/multicultural teams; self-starter and teamwork.
• English language proficiency at C1 level or higher.

Responsabilidades

• Provide user guidance and support on information systems and ICT tools.
• Follow up incidents related to information systems and organize reporting.
• Track and resolve user service requests through ticketing systems per SLAs.
• Log, categorize and escalate defects to appropriate teams with traceability.
• Categorize and prioritize tickets across channels with triage rules for impact and urgency.
• Ensure first-call resolution and complete ticket hygiene.
• Document knowledge and known issues; transfer knowledge to colleagues.
• Review KPIs monthly and feed improvement actions into problem management.
• Use tags and resolution codes to enrich knowledge base.
• Prepare shift handover notes and staffing plans.

Conocimientos

IT support experience

Customer support

Microsoft Office

Adobe Acrobat Pro

Confluence/Jira

Troubleshooting

Ticketing systems

Remote support

Communication skills

Multilingual teamwork

English proficiency

Educación

Master's degree or 5 years higher education

Herramientas

Confluence

Jira

Adobe Acrobat Pro

Descripción del empleo

Ayesa Digital is seeking an experienced Service Desk Analyst to join its international team in Ispra, Italy. You will deliver first-line support for information systems and ICT tools used by European institutions, handling incidents and service requests with a focus on quick resolution and high user satisfaction.

You will work on-site three days per week, supporting multilingual teams and collaborating with project managers to maintain service levels.