Senior IT Analyst – Bilingual (English/Italian) – Windows Support

About the role

We are looking for a Senior IT Analyst to provide first‑line technical support to employees and store staff. The role focuses on remote desktop assistance, hardware and software troubleshooting, and ensuring smooth day‑to‑day store operations for a bilingual (English/Italian) user base.

Key responsibilities

• Respond to IT service requests via phone, email, chat and ticketing systems (ServiceNow, Jira).
• Troubleshoot hardware issues on laptops, desktops, printers, POS and inventory devices.
• Resolve software problems related to Windows, macOS, Microsoft Office and email systems.
• Perform password resets, user account creation, and manage access permissions in Active Directory and VPN.
• Escalate complex incidents to Level 2/3 support and document all actions accurately.
• Maintain compliance with security policies and store procedures.

Required profile

• Minimum 1‑2 years of Service Desk experience.
• Fluent in Italian and English.
• Ability to work in shifts and provide high‑availability support.
• Customer‑first attitude with strong communication skills.

Required skills

• Windows operating system.
• macOS basics.
• Microsoft Office suite.
• Active Directory and VPN management.
• Remote desktop support tools.
• ServiceNow and Jira ticketing platforms.
• Hardware troubleshooting (laptops, desktops, printers, POS).