Senior Analyst - English, Italian, Microsoft Windows

About the role

We are looking for a Senior Analyst who will provide first‑line IT support to employees and store staff, handling hardware, software, network and access‑management issues. The role requires fluent Italian and English and focuses on remote desktop troubleshooting while ensuring high customer satisfaction and compliance with service level agreements.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing systems (ServiceNow, Jira).
• Troubleshoot and resolve hardware problems on laptops, desktops, printers, POS and inventory equipment.
• Assist with software issues including Windows, macOS, Microsoft Office and email systems.
• Perform password resets, user account creation and manage Active Directory permissions.
• Escalate complex incidents to Level 2/3 support and document all actions in the ticketing tool.
• Maintain accurate work logs, follow shift and escalation procedures, and contribute to the knowledge base.
• Provide guidance on store procedures, ensure security compliance and achieve first‑call resolution targets.

Required profile

• Minimum 1‑2 years of Service Desk or Level 1 support experience.
• Fluent in Italian and English, with strong communication and documentation skills.
• Ability to work in shifts and deliver a customer‑first attitude.

Required skills

• Windows operating system administration.
• macOS basics.
• Microsoft Office suite.
• Active Directory and VPN access management.
• Remote desktop support tools.
• Hardware troubleshooting (laptops, desktops, printers, POS).
• Ticketing systems such as ServiceNow or Jira.