Service Desk Analyst | EU Institutions

Ayesa Digital; Ispra; On-site; EUR 40,000 - 56,000; Full time

Benefits offered by this job

Prestigious EU projects

International, multicultural work env.

EU project support team

Job summary

Ayesa Digital is seeking an experienced Service Desk Analyst to join its international team in Ispra, Italy. You will deliver first-line support for information systems and ICT tools used by European institutions, handling incidents and service requests with a focus on quick resolution and high user satisfaction.

You will work on-site three days per week, supporting multilingual teams and collaborating with project managers to maintain service levels.

Qualifications

• University degree EQF Level 7 (master's level) or 5 years of higher education.
• 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.
• Experience with Atlassian Confluence and Jira in at least one project.
• Experience troubleshooting applications and routing support tickets.
• Skills in operating systems, remote support tools and ticketing systems, with basic troubleshooting.
• Excellent communication and writing skills.
• Ability to integrate into international/multicultural teams; self-starter and teamwork.
• English language proficiency at C1 level or higher.

Responsibilities

• Provide user guidance and support on information systems and ICT tools.
• Follow up incidents related to information systems and organize reporting.
• Track and resolve user service requests through ticketing systems per SLAs.
• Log, categorize and escalate defects to appropriate teams with traceability.
• Categorize and prioritize tickets across channels with triage rules for impact and urgency.
• Ensure first-call resolution and complete ticket hygiene.
• Document knowledge and known issues; transfer knowledge to colleagues.
• Review KPIs monthly and feed improvement actions into problem management.
• Use tags and resolution codes to enrich knowledge base.
• Prepare shift handover notes and staffing plans.

Skills

IT support experience

Customer support

Microsoft Office

Adobe Acrobat Pro

Confluence/Jira

Troubleshooting

Ticketing systems

Remote support

Communication skills

Multilingual teamwork

English proficiency

Education

Master's degree or 5 years higher education

Tools

Confluence

Jira

Adobe Acrobat Pro

Job description

At Ayesa Digital, we grow with you!

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 upscale 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

• ITIL 4 Foundation certification
• 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.