Job Title: Service Desk Analyst (Italian Speaker)
Location: Livingston, Scotland, UK
Job Type: Full-time, 06 Months
Work Model: Hybrid (2 days per week in office)
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...