Onsite IT Helpdesk Analyst – First-Line Support (Bari)

Talent Search Technology

Puglia

On-site

EUR 18,000 - 28,000

Full time

20 hours ago

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Job summary

Talent Search Technology in Bari, Italy is seeking a Technical Helpdesk Coordinator Level 1 to act as the first point of contact for end users, providing frontline IT support for hardware, OS, and applications. The role requires remote troubleshooting and ownership of end user issues through to resolution in alignment with SLAs.

Candidates should have 3 years of relevant helpdesk experience, a basic understanding of ITIL practices, and strong written and verbal communication.

Qualifications

3+ years of relevant experience in a Helpdesk/IT support role.
Basic understanding of ITIL practices.
Strong verbal and written communication skills.

Responsibilities

Be the first point of contact for end users reporting technical issues via phone, chat, email or web.
Provide first-line technical support for hardware, operating systems, subsystems, and applications.
Perform remote troubleshooting using diagnostic techniques and targeted questions.
Diagnose issues, investigate causes and recommend solutions for common failures.
Own end-to-end resolution of user issues and follow-up as required by process.
Escalate to Remote Support Engineering or Field Engineering when needed.
Maintain call quality and response times per SLAs and KPIs.
Log incidents in the ITSM system and keep records up-to-date.