Service Desk Analyst - Level 1
Candidate from any European country can apply as its a remote role but
REQUIRED Italian Speaking (Native- Professional level)
Outline Of Role
The IT Service Desk Analyst - Level 1 will provide first line technical support within a 14x5 Mon-Fri environment. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of end users' problems, which may range from straightforward to more complicated technical issues. The successful candidate will require an aptitude to create, modify, etc. access/rights to applications/systems. There is also a range of administration duties within this role.

Responsibilities
- 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as iPhones/iPads, Laptops, PCs, and Printers.
- Escalate unresolved calls to the correct support team as described within our corporate knowledge base.
- Receiving, logging, and managing calls from customers end users via telephone, chat, and email.




- Log all calls in the Service Desk Call Logging systems (BT and ServiceNow).
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Provide insight to call center stats when reached out from management.
- Provide feedback on support documentation to assist our ability to service requests from the customer.
- Basic Active Directory knowledge: viewing user accounts, check groups, etc.
- Basic knowledge of troubleshooting iOS phones and tablets.
- Effective queue and ticket management.
- Packaged Software install using remote access tools (LogMeIn and WS1).
- Use collaboration tools (i.e. Instant Messaging, Outlook, etc.) dealing with daily work.
- Communicate with clients and follow-up on all open and pending tickets.
- Escalate incidents to correct internal resources where necessary.
- Achieve first-call resolution (FCR) in a timely manner.
- Identify,

📌 Service Desk Analyst (Italia)
🏢 W3Global
📍 Italia