Salary: £33,000 - 65,000 per year Requirements: Fluent Italian speaker (spoken and written) to support colleagues Proven 1st / 2nd line Service Desk experience (chat-first support incident handling) Strong customer service skills: calm, professional, clear and empathetic communicator Solid ITSM/ticketing discipline: accurate logging, prioritisation, categorisation and working to SLAs Confident supporting Windows 11 end users (everyday troubleshooting and fixes) Working knowledge of MacOS and mobile devices (iOS/Android) for user support Exposure to Citrix desktops/applications (access, session and performance basics) User administration experience (account access issues, password/MFA guidance, basic provisioning) Structured troubleshooting mindset with excellent notes, handover and escalation quality Comfortable working a shift rota (Mon-Sun) within service hours (7am-7pm, including weekends) Responsibilities: Answering Service Desk chat promptly and providing 1st- and 2nd-Line technical support. In some cases, during a disaster recovery, calls might need to be answered. Dealing with queries in a calm, timely and customer focused manner Logging, recording, and prioritising all incidents received into the Service Desk Supply warm transfers to Service Desk Technical Specialists with appropriate professionalism User administration and general support Contributing to the effective service provision of the Service Desk Team, adhering to processes and guidelines Ensuring online requests and incidents are assigned and handled in line with SLAs. Advising and assisting team members with service provision Work closely with the 3rd line and other support teams within Workplace Technology Technologies: Android Citrix Support ITSM macOS Mobile Windows iOS Active Directory Azure Cloud Microsoft 365 Network Office 365 SharePoint VPN More: We are seeking an Italian Speaking Help Desk Analyst for a 6-month contract based in Livingston. This role is part of our Group Service Desk team, providing first, second, and third-line support to our colleagues. The ideal candidate will bring excellent customer service skills and a keen interest in technology, ensuring a first-class support experience. We offer a hybrid working environment, and candidates should be prepared to work within a shift rota, including weekends. This role has been deemed Inside IR35, and applicants must hold or be willing to apply for a valid Basic Disclosure Scotland. last updated 16 week of 2026