Senior Analyst - English, Italian, Microsoft Windows

Job Summary

Job Summary First point of contact for end users, providing multilingual IT support, resolving incidents, and ensuring high customer satisfaction.

Job Description 0–3 years (freshers with language certification can be considered)

Key Responsibilities

• Handle inbound/outbound calls, chats, and emails in assigned language
• Log, classify, and prioritize incidents & service requests
• Provide first-level troubleshooting for: Windows OS, O365, VPN, Citrix, email, connectivity issues
• Follow knowledge base (KB) and standard operating procedures
• Escalate unresolved issues to L2 teams
• Ensure SLA compliance (response & resolution time)
• Maintain accurate ticket documentation
• Provide excellent customer service with cultural sensitivity

Skill Requirements

• Fluency in assigned language (C1/C2 preferred) + English
• Basic IT troubleshooting knowledge
• Familiarity with ticketing tools (Service Now, Remedy, etc.)
• Good communication and customer handling skills

Other Requirements

0–3 years (freshers with language certification can be considered)