Senior It Service Desk Specialist

Senior IT Service Desk Specialist - Milano, IT

Our company is developing and you can expand your career along with it. Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support.

IT Operations

• Lead daily IT operations for assigned geographical areas.
• Independently assess, diagnose, and troubleshoot IT issues.
• Perform operational activities to resolve IT‑related malfunctions.
• Ensure timely operation of IT systems and platforms through coordination and collaboration.
• Use IT Service Management (ITSM) platform for performance tracking and reporting.
• Document IT solutions in the Knowledge Database.
• Proactively identify risks and propose improvements for IT operations.
• Engage in regular IT Workplace and Helpdesk team activities.

User (Employee) Experience Activities

• Ensure resolution of IT tickets within agreed SLAs & KPIs and own end‑to‑end resolution of IT cases.
• Deliver excellent user experience during all IT interactions and partner with business units to enhance IT user journeys.
• Actively engage with regional stakeholders to gather feedback for IT process improvements.
• Provide on‑site support and perform IT activities across various client locations.
• Represent IT at regional locations and support user training on IT concepts and tools.
• Support multiple IT disciplines, including network infrastructure, helpdesk, application support, and hardware maintenance.

Qualifications and Requirements

• At least 5 years of relevant experience in IT operations or support, especially in field services.
• Strong understanding of IT systems, platforms, and infrastructure.
• Proficient in diagnosing and troubleshooting IT issues.
• Familiarity with IT Service Management (ITSM) tools.
• Advanced knowledge of virtualization, networking and telecommunications.
• Ability to document solutions in a Knowledge Database.
• Proven track record in user support and customer service.
• Language skills: Proficiency in Italian and a good level of English.
• Ability to collaborate effectively with IT and non‑IT teams.
• Willingness to travel for on‑site support to other customer locations (up to 50% of work time).
• Active participation in team meetings and IT initiatives.