Italian Service Desk

1 week ago

Pushkar, India ITC Infotech Full time

About the Role We are seeking an experienced Italian Service Desk Analyst with strong proficiency in Italian to provide technical and functional support to end-users across multiple regions. The ideal candidate will bring proven expertise in service desk operations, excellent communication skills, and the ability to handle complex technical queries efficiently. Key Responsibilities - Act as the first point of contact for end-users requiring IT assistance via phone, email, chat, or ticketing systems. - Provide technical support in Italian ensuring timely and effective resolution of incidents and service requests. - Troubleshoot and resolve issues related to: - Operating systems (Windows, MacOS) - Hardware (desktops, laptops, printers, peripherals) - Software applications (MS Office, collaboration tools, ERP/CRM systems) - Network connectivity and VPN - Escalate unresolved incidents to appropriate support teams while maintaining ownership until closure. - Log, track, and document support requests in the IT Service Management (ITSM) tool. - Ensure adherence to SLA (Service Level Agreements) and ITIL best practices. - Contribute to knowledge base creation and process improvement initiatives. - Provide excellent customer service while managing multiple priorities in a fast-paced environment. Required Skills & Qualifications - 3–6 years of experience in Service Desk / IT Helpdesk / Technical Support roles. - A minimum of B2 Proficiency in Spoken Italian language, with professional fluency in English. - Strong troubleshooting skills across hardware, software, and network domains. - Hands-on experience with ITSM tools (ServiceNow, Remedy, JIRA, or similar). - Familiarity with ITIL processes (Incident, Problem, and Request Management). - Ability to work in a global support environment, handling cross-regional tickets. - Excellent communication, interpersonal, and customer service skills. - Strong problem-solving mindset with attention to detail. Preferred Qualifications - ITIL Foundation certification. - Experience in supporting enterprise environments with multilingual support. - Knowledge of Active Directory, Exchange, and Office 365 administration. - Experience in remote troubleshooting tools and techniques.

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