Help Desk Engineer (L1) – ServiceNow ITSM, EU

Andersen; United States; Remote; USD 39,000 - 56,000; Full time

Benefits offered by this job

Private health insurance

Sports compensation

Mentoring and adaptation programs

Corporate training portal access

Referral program

Job summary

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.

Qualifications

• 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+

Responsibilities

• 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.

Skills

IT service desk

ServiceNow

English proficiency

Italian proficiency

SLAs adherence

Education

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Job description

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.