Italian Service Desk

1 day ago

Bengaluru, Karnataka, India ITC Infotech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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