Senior Analyst - English, Italian, Microsoft Windows

Job Summary

Job Summary : Language Required: Italian\r\n Provide first-line technical support to employees for IT issues related to hardware, software, network, access management and support to store staff for operational, billing, inventory, and basic technical issues to ensure smooth day-to-day store operations.

Job Responsibilities : • Respond to IT service requests via calls, emails, and ticketing systems.\r\n• Troubleshoot hardware issues (laptops, desktops, printers, billing, POS (Point of Sale), inventory, and operational queries).\r\n• Support software issues (OS, Microsoft Office, email systems).\r\n• Manage password resets, user account setup, and access permissions.\r\n• Escalate complex technical issues to Level 2/3 support.\r\n• Log incidents and service requests accurately.\r\n• Document all support activities accurately in the system.\r\n• Provide guidance on store procedures and policies.\r\n• Ensure process and security compliance in all the activities

Skill Requirement : • Strong technical troubleshooting skills (hardware, software, network basics).\r\n• Knowledge of operating systems (Windows, macOS) and productivity software.\r\n• Familiarity with retail store operations (POS, inventory management).\r\n• Familiarity with Active Directory, VPN, and ticketing tools (Service Now, Jira).\r\n• Good communication and documentation skills.\r\n• Retail process knowledge.\r\n• Customer-first attitude.\r\n• Ability to work in shifts.

Other Requirement : • Experience - minimum 1-2 years of Service Desk experience\r\n• Should be fluent in Italian

• The Sr Analyst
• IT Support plays a vital role in providing efficient Level 1 remote desktop support, focusing on troubleshooting and resolving tickets in a timely manner. This position is essential for maintaining high customer satisfaction and adherence to company quality standards and SLAs.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Compliance With Agreed Slas For Ticket Resolution.

2. Adhere To Quality Standards Related To Voice And Accent, Technical Monitoring, And Regulatory Requirements, Ensuring Alignment With Company Policies.

3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopened Cases.

4. Maintain High Availability For Customers, Ensuring Efficient Login And Readiness To Assist With Support Queries.

5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support As Necessary.

6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficient In Italian And English For Effective Communication With Customers.

2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.

3. Familiarity With Ticketing Systems And Performance Metrics Related To Customer Support.

4. Good Problem-Solving Skills With The Ability To Diagnose Technical Issues Independently.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Comptia A+, Or Microsoft Certified: Modern Desktop Administrator Associate