Title: Group Service Desk Analyst (Italian Speaker)
Location: Livingston
Work Model: 2 days per week in the office
Working Hours: 37.5 hours per week
Shift Pattern: Monday – Sunday (7:00 AM – 7:00 PM)
Position Summary
The Group Service Desk provides first, second, and third-line technical support to colleagues across the client Group.
This is a 365-operational service desk operating on rotating shift patterns. Shifts are typically Monday–Friday or Saturday–Wednesday, within service hours of 7 AM – 7 PM (Mon–Fri) and 8 AM – 6 PM (Sat–Sun).
The successful candidate will provide 1st and 2nd line technical support via chat-first service desk channels, supporting systems, servers, networks, and user devices.
The environment includes Windows 11, MacOS, mobile devices, Citrix-based desktops, and bespoke applications.
Key Responsibilities
* Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios.
* Respond to user queries professionally, calmly, and efficiently.
* Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system.
* Ensure incidents and service requests are managed in line with SLAs.
* Perform user administration and general technical support.
* Provide warm transfers to Service Desk Technical Specialists when escalation is required.
* Collaborate closely with 3rd line support and Workplace Technology teams.
* Maintain accurate troubleshooting notes, escalations, and handovers.
* Contribute to team documentation, processes, and service improvements.
Must-Have Skills
* Fluent Italian speaker (spoken and written) to support client Group colleagues.
* Proven 1st/2nd line Service Desk experience (chat-first support and incident management).
* Strong customer service and communication skills.
* Experience with ITSM/ticketing systems, logging incidents and managing SLAs.
* Experience supporting Windows 11 end users.
* Working knowledge of MacOS and mobile devices (iOS / Android).
* Exposure to Citrix desktops and applications.
* Experience with user administration (password resets, MFA guidance, account access issues).
* Strong structured troubleshooting approach with clear documentation.
* Ability to work rotating shifts including weekends.
Preferred / Nice-to-Have Skills
* Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint).
* Basic network troubleshooting skills (Wi-Fi, VPN, DNS connectivity).
* Experience with Active Directory / Azure AD.
* Familiarity with remote support tools.
* Experience supporting bespoke/internal applications.
* Knowledge base / documentation mindset with process improvement focus.
* Experience collaborating with 3rd line support teams and managing escalations.
* Understanding of major incident management or disaster recovery procedures.
Experience Required
* Minimum 1 year of IT Service Desk experience.
* Ideally 3–4 years in a similar Service Desk or IT Support role.
Technology Environment
* Windows 11
* MacOS
* Citrix desktops and applications
* Microsoft 365
* ITSM ticketing systems
Additional Information
* The role does not involve AI integration, but candidates will interact with chatbot and voice bot tools used by the service desk.
* Candidates must demonstrate a strong interest in technology, problem-solving, and delivering excellent customer service.
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