Help Desk Engineer (L1 Application Support) with Italian

Andersen is seeking a dedicated Help Desk Engineer (L1 Application Support) to join a project supporting web and mobile applications for a major player in the European automotive sector. You will play a key role in ensuring reliable operations and high-quality service delivery for a diverse portfolio of digital solutions.

Key responsibilities

• Manage incidents and service requests within ServiceNow, adhering to strict SLA response times.
• Classify and prioritize tickets using an Impact and Urgency matrix to ensure efficient resolution.
• Resolve standard user requests, including role and profile management, password resets, and providing application guidance.
• Escalate complex issues to L3 support while maintaining clear communication with users until resolution.
• Document solutions and contribute to the Knowledge Base to improve future support efficiency.

Requirements

• At least 2 years of experience in IT service desk or application support roles.
• Proficiency with ITSM tools such as ServiceNow or Jira Service Management.
• Strong understanding of web application architecture, user permissions, and basic troubleshooting techniques.
• Advanced proficiency in both English and Italian.
• Commitment to working within defined SLA frameworks and backlog management standards.

What we offer

• Opportunities for professional development and career growth within a global company.
• Access to a comprehensive corporate training portal and knowledge base.
• Support for professional certifications and ongoing skill enhancement.
• A collaborative environment with exposure to diverse business domains and international projects.
• Participation in a referral program and potential for performance-based bonuses.