IT Service Management & Service Desk specialist

Generali; Milano; In loco; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

A leading bank in Milan is seeking an experienced IT Service Management & Service Desk specialist to manage IT support tickets, ensure service reliability, and oversee change management processes. Candidates should have over 3 years of experience in IT Service Management and a strong understanding of ITIL principles. This is a full-time position within a dynamic team, offering opportunities for professional growth.

Competenze

• 3 years previous experience in IT Service Management and/or IT Governance roles.
• Preferred experience supporting banking systems in complex environments.
• Strong understanding of IT Service Management principles.

Mansioni

• Manage IT tickets for the First Level support team.
• Ensure resolution of Incidents, Problems, and Service Requests.
• Support the IT Service Manager in monitoring KPIs and SLAs.

Conoscenze

IT Service Management principles

ITIL framework

Problem solving

Interpersonal skills

Strumenti

ServiceNow

Jira Service Management

Descrizione del lavoro

Overview

IT Service Management & Service Desk specialist

Join to apply for the IT Service Management & Service Desk specialist role at Generali. Banca Generali, Italy's leading private bank in financial planning and customer asset protection, is looking for an IT Service Management and Service Desk specialist for its Milan site.

The IT Service Management Unit is responsible for delivering high-quality technical support and service management across the Bank. This includes ensuring the availability, reliability, and performance of internal systems and services used by both employees and the bank’s operational network. The First Level Support team acts as the frontline for all IT-related issues, playing a critical role in maintaining business continuity and user satisfaction. The Unit also oversees Change Management, leading the Change Advisory Board and related activities.

The resource, reporting to their manager, will take care of the following activities:

• Manage the IT tickets under the responsibility of the First Level support team
• Oversee the resolution of Incidents, Problems and Service Requests
• Ensure timely support for both core internal systems (e.g. HR, finance) and external services used by the bank’s operational network (e.g. Front End platforms, channels)
• Act as the escalation point for unresolved or complex issues, coordinating with second-level support and third parties
• Support the IT Service Manager in the monitoring of KPIs and SLAs, as well as in the implementation of improvements where necessary
• Support the IT Service Manager in the communication with Control Functions
• Oversee the Change Management process and lead the CAB (Change Advisory Board)
• Maintain and update support documentation, procedures, and knowledge bases
• Ensure compliance with ITIL best practices and internal governance standards

Requirements

The ideal candidate has the following requirements:

• 3 years previous experience in IT Service Management and/or IT Governance roles in complex organizational structures
• Preferred experience supporting banking systems, or in similar and complex enterprise environments
• Strong understanding of IT Service Management principles and the ITIL framework
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or similar platforms

Soft Skills

• Excellent interpersonal and team working skills
• Ability to relate, communicate and report to Management roles
• Problem solving capacity
• Flexibility

Company Profile

Generali is proud to be an inclusive employer that considers applicants regardless of gender, gender identity, sexual orientation, ethnicity, disability, religion, political views, marital status or philosophy of life.

If you have a disability or special need that requires accommodation or assistance, we will support you during the selection process.

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: Banking

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