Help Desk Engineer (L1 Application Support) with Italian

Andersen; United States; A distancia; USD 39.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health insurance

Sports compensation

Mentoring and adaptation programs

Corporate training portal access

Referral program

Descripción de la vacante

Andersen is hiring a Help Desk Engineer (L1 Application Support) for an EU project focusing on web and mobile applications and ensuring reliable operations. The role involves handling incidents, service requests, and change requests within defined SLAs, using ServiceNow, and contributing to knowledge base articles.

You will work in an environment supporting an automotive client with a digital transformation focus, offering professional growth, mentoring, and bonus opportunities.

Formación

• 2+ years experience in application or IT service desk support for business users.
• Experience with ServiceNow or Jira Service Management or similar ITSM tools.
• Understanding of web applications, user roles and permissions, basic troubleshooting.
• Willingness to work under strict SLAs and backlog thresholds.
• Level of English – Upper-Intermediate+; Italian – Advanced+

Responsabilidades

• Log incidents and service requests in ServiceNow within SLA.
• Classify tickets and prioritize using Impact × Urgency matrix.
• Resolve standard requests without server access, including password resets and guidance on applications.
• Escalate to L3 with complete information and keep users updated.
• Record solutions and create Knowledge Base articles in ServiceNow.
• Maintain traceability and support daily backlog control.

Conocimientos

IT service desk

ServiceNow

English proficiency

Italian proficiency

SLAs adherence

Educación

ITIL Foundation certification

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

Andersen is hiring a Help Desk Engineer (L1 Application Support) in the EU for a project supporting web and mobile applications and ensuring reliable operations

Our customer is an established automotive business operating in a European market and providing a range of distribution, commercial, and customer-focused services. It supports various aspects of vehicle sales and after-sales operations while working with a broad network of business partners. The organization continues to invest in digital transformation, cloud technologies, data-driven solutions, and cybersecurity to modernize its operations, improve customer experience, and increase overall business efficiency.

The project is focused on providing managed maintenance and application support services for a large portfolio of mobile and web applications. It covers software enhancements, technical support, continuous updates, CI/CD-based lifecycle management, and documentation while ensuring reliable operations, security, and alignment with established IT service management standards.

Responsibilities:

• Taking in incidents and service requests in ServiceNow within the acceptance SLA (Critical: 1h, High: 2h, Middle: 4h, Low: next business day).
• Classifying tickets as Incidents, Service Requests, or Change Requests and prioritizing them using the Impact × Urgency matrix.
• Resolving standard requests without access to servers or code: role and profile checks, password resets, documented workarounds, guidance on correct use of applications, data/information requests.
• Handling Service Requests of up to 8 hours directly, processing 8–24-hour requests upon approval, and routing larger requests as Change Requests.
• Escalating to L3 with complete information; staying in contact with the user until the ticket is resolved.
• Participating in Major Incident handling: linking related tickets and keeping users informed.
• Recording solutions and creating Knowledge Base articles in ServiceNow.
• Keeping full traceability in ServiceNow and supporting the daily backlog control.

Must-haves:

• Experience in application or IT service desk support (L1/L2) for business users for 2+ years.
• Hands-on experience with ServiceNow (or another ITSM tool such as Jira Service Management).
• Understanding of web applications, user roles and permissions, basic troubleshooting.
• Willingness to work under strict SLAs and backlog thresholds.
• Level of English – from Upper-Intermediate and above.
• Level of Italian – from Advanced and above.

Nice-to-haves:

• ITIL Foundation certification.

Reasons why this job would be interesting to you:

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 EUR per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• Private health insurance and sports compensation, depending on the type of employment.

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