Senior IT Support Analyst – English & Italian

About the role

We are looking for a Senior IT Support Analyst who will provide first‑line technical assistance to employees and store staff in both English and Italian. The role focuses on remote desktop support, troubleshooting hardware and software issues, and ensuring smooth daily operations across retail locations.

Key responsibilities

• Respond to IT service requests via phone, email, and ticketing systems (ServiceNow, Jira).
• Troubleshoot hardware (laptops, desktops, printers, POS, inventory devices) and software (Windows, macOS, Microsoft Office, email).
• Manage password resets, user account creation, and access permissions in Active Directory and VPN environments.
• Escalate complex incidents to Level 2/3 support and log all activities accurately.
• Maintain compliance with security policies, SLAs, and quality standards.
• Update the knowledge base and pursue self‑development to improve service delivery.

Required profile

• Minimum 1–2 years of Service Desk experience.
• Fluent in Italian and proficient in English.
• Ability to work shifts and provide a customer‑first attitude.
• Familiarity with retail processes, POS, and inventory management.

Required skills

• Windows operating system.
• macOS.
• Active Directory.
• VPN connectivity.
• ServiceNow or similar ticketing tool.
• Jira.
• Remote Desktop support tools.
• Microsoft Office suite.
• Email systems.
• POS and inventory management software.
• Hardware troubleshooting (laptops, desktops, printers).