Service Desk Analyst – Italian Speaker (Hybrid, Livingston)

About the role

The Group Service Desk is seeking an Italian‑speaking Service Desk Analyst to provide first and second‑line technical support on a hybrid schedule. You will work on a 365‑day operational service desk, handling incidents via chat and occasional phone calls, supporting Windows, macOS, mobile devices, Citrix desktops and bespoke applications.

Key responsibilities

• Deliver 1st and 2nd line support through the Service Desk chat channel and phone during disaster‑recovery scenarios.
• Log, categorise and prioritise incidents in the ITSM ticketing system, ensuring SLA compliance.
• Perform user administration tasks such as password resets, MFA guidance and account access issues.
• Escalate complex tickets to Technical Specialists and collaborate with 3rd line and Workplace Technology teams.
• Maintain accurate troubleshooting notes, handovers and contribute to documentation and process improvements.

Required profile

• Fluent in spoken and written Italian.
• Minimum 1 year of IT Service Desk experience, ideally 3–4 years in a similar role.
• Strong customer service orientation and ability to work rotating shifts, including weekends.

Required skills

• ITSM ticketing systems and incident management.
• Windows 11 support.
• MacOS, iOS and Android device support.
• Citrix desktops and applications.
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Active Directory / Azure AD user administration.
• Basic network troubleshooting (Wi‑Fi, VPN, DNS).
• Remote support tools.