Job Summary
The Service Desk Analyst serves as the first point of contact for end users, providing timely and effective support for IT incidents and service requests. The role ensures a high-quality customer experience while meeting SLA commitments. The Senior Analyst additionally takes on more complex issues, mentors junior team members, and contributes to process and service improvements.
Key Responsibilities
• Act as the first point of contact (L1) for users via phone, email, chat, and self-service portal
• Log, categorize, and prioritize incidents and service requests accurately in ServiceNow
• Diagnose and resolve common technical issues (hardware, software, network, access, applications) within agreed SLAs
• Set customer expectations by appropriately prioritizing incidents\r\n• Assign calls, requests, and incidents to internal and external support teams when issues cannot be resolved by the Service Desk
• Manage calls, incidents, and requests by logging, escalating, and resolving using ServiceNow and remote support tools, including the Knowledge Base
• Keep users informed on ticket status and ensure timely follow-up through to resolution
• Maintain accurate documentation and contribute to the Knowledge Base
• Ensure a high level of customer satisfaction through professional and empathetic communication
Skill Requirements
• Knowledge of Windows 10 and 11
• Knowledge of VDI (Virtual Desktop Infrastructure) environments and support
• Knowledge of Veridium (biometric / passwordless authentication) administration and troubleshooting
Other Requirements
• Certification in Italian Language (Language Proficiency – A1)
• Minimum overall work experience of 2–3+ years (Senior Analyst)
• Knowledge of Windows & Mac OS; knowledge of Android/iOS (desirable), networking, and hardware
• ITIL Foundation certified (desirable)