Role: Service Desk Engineer Mode: Fulltime/Permanent Location: Bari, Italy(Fully onsite) Language: Italian and English Job Description: First point of contact for all end user reporting technical issues over the phone Chat or email or web
Responsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
Pass on any feedback or suggestions by customers to the appropriate internal team




Engages other support teams or resources as when appropriate to resolve tickets
Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
Identify new issues and contribute to Knowledge Base development
Install modify and repair computer hardware and software Required
Minimum 25 years of relevant experience working as Helpdesk Associate
Should possess basic understanding of ITIL Practices
Exposure to handling desktopapplication issues in a remote support setup
Should have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc
Good interpersonal organization and customer services skill
Jira Service Desk, Servicedesk, Windows Server

📌 Specialist Support Services Administrator (Italia)
🏢 Thrive IT Systems
📍 Italia