Help Desk Engineer (L1 Application Support) with Italian
A
AndersenAutomotive
In the EUPart-TimeMiddle
SalaryUp to an additional 1,000 EUR per month, depending on the level of expertise, which will be included in the annual bonus
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Job Details
- Languages
- Italian – from Advanced and above; English – from Upper-Intermediate and above. Structured listing: it B2, en B2.
- Experience
- 2+ years
- Required Skills
- ServiceNow
Requirements
- Have 2+ years of L1/L2 application or IT service desk support experience serving business users.
- Have hands-on experience with ServiceNow or another ITSM tool such as Jira Service Management.
- Understand web applications, user roles and permissions, and basic troubleshooting.
- Be willing to work under strict SLAs and backlog thresholds.
- Have Italian proficiency at Advanced level or above.
- Have English proficiency at Upper-Intermediate level or above.
- ITIL Foundation certification is a nice-to-have.
Responsibilities
- Accept incidents and service requests in ServiceNow within the stated acceptance SLAs.
- Classify tickets as incidents, service requests, or change requests and prioritize them using the Impact × Urgency matrix.
- Resolve standard requests, including role and profile checks, password resets, documented workarounds, application-use guidance, and data or information requests.
- Handle requests of up to 8 hours directly and process 8–24-hour requests upon approval; route larger requests as change requests.
- Escalate tickets to L3 with complete information and stay in contact with users until resolution.
- Participate in major incident handling by linking related tickets and keeping users informed.
- Record solutions and create Knowledge Base articles in ServiceNow.
- Maintain ticket traceability and support daily backlog control.
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