Service Desk Specialist

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

We have one open position of Service Desk Specialist with one of our client based in Bari, Italy. This is a Permanent/Fulltime role. Below is the full job description for your reference.

Role: Service Desk Specialist

Mode: Permanent/Fulltime

Location: Bari, Italy

Fully onsite role

Role Summary

• First point of contact for all end user reporting technical issues over the phone Chat or email or web
• Responsible for providing the first line of technical support of hardware Operating Systems subsystems and/or applications for customers and/or employees
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
• Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
• Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
• Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
• Maintains records informs users about the process and advises relevant persons of actions taken
• Adhere to the documented policies and procedures
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Engages other support teams or resources as when appropriate to resolve tickets
• Use appropriate CTI classification for incidents and requests
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
• Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
• Identify major incidents and invoke the major incident management process
• Identify new issues and contribute to Knowledge Base development
• Install modify and repair computer hardware and software

Required

• Candidate Profile Minimum 03 years of relevant experience working as Helpdesk Associate
• Should possess basic understanding of ITIL Practices
• Should have strong verbal written communication and interpersonal skills

Mandatory Skills :

Jira Service Desk, Servicedesk, Windows Server