Service Desk Analyst | EU Institutions

Ayesa Digital; Ispra; On-site; EUR 38,000 - 52,000; Full time

Benefits offered by this job

International projects exposure

Multicultural environment

On-site 3 days per week

Job summary

Ayesa Digital is seeking an experienced Service Desk Analyst to join an international team supporting information systems and ICT tools used by European institutions. Based in Ispra, the role requires on-site presence three days per week and involves guiding users, handling incidents, and ensuring timely resolution with strong customer satisfaction.

Ideal candidates hold a Master’s degree (EQF Level 7) with at least five years in IT support, proficiency in Microsoft Office and Adobe Acrobat Pro,

Qualifications

• University degree at EQF Level 7 and 5+ years IT experience.
• 5+ years in user/customer assistance.
• 5+ years in Microsoft Office; 3 years with Adobe Acrobat Pro.
• Experience with Atlassian Confluence and Jira in at least one project.

Responsibilities

• Provide user guidance and support on information systems and ICT tools.
• Follow up incidents and organise reporting.
• Track and resolve service requests through ticketing systems with SLAs.
• Log, categorise and escalate software defects with full traceability.
• Categorise and prioritise tickets across channels with triage rules.
• Ensure first-call resolution and ticket hygiene.
• Document knowledge and transfer it to colleagues.
• Review KPIs monthly and feed improvements into problem management.
• Prepare shift handover notes and peak-time staffing plans.

Skills

IT professional experience

Customer assistance

Microsoft Office

Adobe Acrobat Pro

Confluence

Jira

Ticketing systems

Multilingual collaboration

English (C1)

Education

Master's degree (EQF 7)

Tools

Confluence

Jira

Job description

Every professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal.

Ayesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive science and innovation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and a strong commitment to socially oriented results.

We are looking for an experienced Service Desk Analyst to join an international environment supporting information systems and ICT tools used by European institutions and stakeholders.

Based in Ispra (Italy), with on-site presence 3 days per week, you will provide user guidance and first-line support for information systems related to public health and food policies. Working within a multicultural environment, you will collaborate with project and service managers to ensure timely incident resolution and a high level of user satisfaction.

What you'll do

• Provide user guidance and support on the use of information systems and ICT tools
• Follow up incidents related to information systems and organise the reporting
• Track and resolve user service requests through ticketing systems, in line with agreed SLAs
• Log, categorise and escalat[e] software defects to the appropriate teams, ensuring full traceability
• Categorise and prioritise incoming tickets across channels (portal, chat, phone, email), applying consistent triage rules for impact, urgency and escalation
• Ensure first-call resolution and complete ticket hygiene (impact, urgency, category, work notes, resolution codes)
• Document knowledge and known issues, and transfer this knowledge to colleagues
• Review KPIs monthly and feed continuous improvement actions into problem management
• Use ticket tags and resolution codes to enrich the knowledge base
• Prepare shift handover notes and peak-time staffing plans

What we're looking for

• University degree corresponding to EQF Level 7 (master's level or 5 years of higher education) and a 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
• Demonstrated practical experience with Atlassian Confluence and Jira in at least one professional project
• Experience troubleshooting applications and routing support tickets to the right team
• Skills in using operating systems, remote support tools and ticketing systems, with the ability to apply basic troubleshooting techniques
• Excellent communication and writing skills
• Ability to integrate into international and multicultural teams, self-starter attitude and teamwork experience
• Ability to take part in multilingual meetings
• English language proficiency at C1 level or higher, both spoken and written.

Nice to have

• Experience collecting feedback from users or collaborative platforms to improve support documentation
• Previous experience in European institutions

What We Offer:

• Prestigious projects within European institutions.
• International, innovative, and multicultural environments.
• Continuous support from a team of experts in EU projects.

If you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you!

In accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment.