IT Support Coordinator — ITIL, ITSM, L1-L3

Almaviva Group; Ispra; Presencial; EUR 42 000 - 64 000; Tempo integral

Resumo da oferta

Almaviva Group in Lombardy (Ispra) seeks an IT Service Management specialist to organize, implement, and maintain IS support processes, coordinating L1–L3 teams to ensure timely incident resolution.

You will apply ITIL v4 practices, work with ServiceNow for incident management, and utilize Confluence/SharePoint/Teams for knowledge sharing and documentation. Collaboration with development and inventory teams is required.

Qualificações

• Knowledge of IT support processes (L1/L2, ticket triage, escalation).
• Experience with ITIL v4 service management practices (Incident, Request Fulfilment, Problem, Change).
• Knowledge of collaboration platforms (Confluence, SharePoint, Teams) and managing documentation/user guides.
• Proficient in IT Service Management (ITSM) tools such as ServiceNow for incident, problem, and request management.
• Knowledge of remote support tools (TeamViewer, RDP) to assist users effectively.
• Understanding of security awareness (phishing, MFA, password policies).
• Proven experience managing software for statistical analysis in multi-user environments (STATA, Matlab, RStudio).

Responsabilidades

• Organize, implement, and maintain IS support processes.
• Coordinate L1-L3 support teams to resolve incidents promptly.
• Perform ITSM activities following ITIL practices.
• Coordinate knowledge-sharing platforms and ensure content accuracy.
• Produce regular incident reports and track root cause analysis.
• Develop and maintain user documentation (manuals, FAQs).
• Participate in meetings/trainings with users and development teams.
• Define, implement, and optimize support processes (triage, escalation).
• Escalate complex issues with detailed reproduction steps.
• Collaborate with inventory team for device registration and VM/storage provisioning.
• Support data analysis software usage (STATA, Matlab, RStudio).

Conhecimentos

IT support

ITIL v4

Collaboration platforms

ITSM tools

Remote support

Security awareness

Statistical software

Ferramentas

ServiceNow

TeamViewer

RDP

Confluence

SharePoint

MS Teams

Descrição da oferta de emprego

Almaviva Group in Lombardy (Ispra) seeks an IT Service Management specialist to organize, implement, and maintain IS support processes, coordinating L1–L3 teams to ensure timely incident resolution.

You will apply ITIL v4 practices, work with ServiceNow for incident management, and utilize Confluence/SharePoint/Teams for knowledge sharing and documentation. Collaboration with development and inventory teams is required.