Onsite IT Service Desk Specialist - Bari

Thrive IT Systems; Puglia; On-site; EUR 18,000 - 23,000; Full time

Job summary

Thrive IT Systems in Bari, Italy is seeking a Service Desk Specialist to provide first‑line support to end users, handling requests via phone, chat, email, or web, and to diagnose and resolve basic hardware, OS, and application issues.

You will own incidents end‑to‑end, log tickets in the ITSM system, escalate when needed, monitor SLAs, and maintain confidentiality per NDA in a fully onsite role focused on timely resolution. Experience with Jira Service Desk and Windows Server is preferred.

Qualifications

• Minimum 3 years of experience in a Helpdesk/Service Desk role.
• Basic understanding of ITIL practices and processes.
• Strong verbal and written communication and interpersonal skills.

Responsibilities

• First point of contact for end users via phone, chat, email or web.
• Provide first-line technical support for hardware, operating systems, and applications.
• Perform remote troubleshooting and diagnose issues.
• Own end-to-end incidents until resolution and follow-up per process.
• Escalate complex issues to Remote or Field Engineering when needed.
• Log incidents in the ITSM tool and maintain accurate records and SLAs.
• Advise users on appropriate action and monitor issues from start to finish.
• Maintain confidentiality and adhere to NDA guidelines.
• Install, modify and repair computer hardware and software.

Skills

ITIL practices

Verbal & written communication

Interpersonal skills

Tools

Jira Service Desk

ServiceDesk

Windows Server

Job description

Thrive IT Systems in Bari, Italy is seeking a Service Desk Specialist to provide first‑line support to end users, handling requests via phone, chat, email, or web, and to diagnose and resolve basic hardware, OS, and application issues.

You will own incidents end‑to‑end, log tickets in the ITSM system, escalate when needed, monitor SLAs, and maintain confidentiality per NDA in a fully onsite role focused on timely resolution. Experience with Jira Service Desk and Windows Server is preferred.