IT Service Desk Agent - Italian Speaking
Join Accenture and help transform leading organizations and communities worldwide, supported by the scale, collaboration, and opportunities that enable continuous growth and career advancement.
As an IT Service Desk Agent – Italian Speaking, you will act as the first point of contact for end users, providing Level 1 IT support through remote interactions. You will handle incoming incidents and service requests, diagnose common technical issues, and resolve them using established procedures and knowledge bases. When required, you will escalate unresolved issues to higher support levels, ensuring continuity of service and a high standard of user experience in a fast-paced, technology-driven environment.
Key Responsibilities:
Answer incoming service desk calls and log incidents and requests accurately in the call tracking system.
Perform first-level troubleshooting for hardware, software, and basic network-related issues.
Resolve standard IT incidents by following documented procedures and using knowledge management tools.
Escalate complex or unresolved issues to Level 2 support teams with clear and complete documentation.
Maintain regular communication with users to ensure clarity, progress updates, and timely resolution.
Support remote rollouts of applications or software updates following defined deployment processes.
Monitor and manage open tickets, prioritizing workloads to meet service level expectations.
Work flexible schedules, including Central European Time (CET) coverage and late shifts when required.
Academic Qualifications:
HSC or Diploma in Information Technology, or equivalent professional experience.
Skills and Experience:
Experience in a Level 1 IT Service Desk or Helpdesk support role.
Hands-on experience with incident management and ticketing tools.
Basic troubleshooting knowledge of Windows operating systems and standard enterprise applications.
Familiarity with knowledge management tools and ITIL-based support processes.
Strong customer service skills with the ability to handle users professionally in high-volume environments.
Fluency in Italian both written and spoken.
Ebene
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