At a Glance
- Tasks: Provide 1st and 2nd line IT support to users, ensuring smooth operations.
- Company: Join a dynamic team in a leading tech environment with a focus on innovation.
- Benefits: Competitive day rate, hybrid working, and opportunities for skill development.
- Other info: Flexible shift rota and a chance to work with cutting-edge technology.
- Why this job: Be the go-to tech hero, solving problems and supporting your colleagues every day.
- Qualifications: Fluent Italian speaker with proven IT support experience and strong customer service skills.
The predicted salary is between 20000 - 30000 £ per year.
About the Role: The Group Service Desk provides first, second, and third-line support to colleagues across the business. You’ll take responsibility for providing effective 1st- and 2nd-level support to users via the Service Desk, including support for systems, servers, and networks. The existing infrastructure primarily consists of Windows 11, Mac OS & mobile devices, as well as several largely bespoke applications, and Citrix-based desktops and applications.
Main Duties:
- Answering Service Desk chat promptly and providing 1- and 2- line technical support.
- Dealing with queries in a calm, timely and customer focused manner.
- Logging, recording, and prioritising all incidents received into the Service Desk.
- Supply warm transfers to Service Desk Technical Specialists with appropriate professionalism.
- User administration and general support.
- Contributing to the effective service provision of the Service Desk Team, adhering to processes and guidelines.
- Ensuring online requests and incidents are assigned and handled in line with SLAs.
- Advising and assisting team members with service provision.
- Work closely with the 3rd line and other support teams within Workplace Technology.
Must have:
- Fluent Italian speaker (spoken and written) to support colleagues.
- Proven 1st / 2nd line Service Desk experience (chat-first support + incident handling).
- Strong customer service skills: calm, professional, clear and empathetic communicator.
- Solid ITSM/ticketing discipline: accurate logging, prioritisation, categorisation and working to SLAs.
- Confident supporting Windows 11 end users (everyday troubleshooting and fixes).
- Working knowledge of MacOS and mobile devices (iOS/Android) for user support.
- Exposure to Citrix desktops/applications (access, session and performance basics).
- User administration experience (account access issues, password/MFA guidance, basic provisioning).
- Structured troubleshooting mindset with excellent notes, handover and escalation quality.
- Comfortable working a shift rota (Mon-Sun) within service hours (7am-7pm, including weekends).
Should have:
- Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint common issues).
- Basic network troubleshooting (Wi‑Fi/VPN, DNS, connectivity checks).
- Familiarity with Active Directory / Azure AD (users, groups, access basics).
- Experience with remote support tools and assisting users securely.
- Confidence supporting bespoke/internal applications and learning new tools quickly.
- Knowledge base/runbook mindset follows process, spots gaps, helps improve documentation.
- Experience working closely with 3rd line/support specialists, including warm transfers and clear escalation summaries.
- Awareness of major incident/disaster recovery ways of working (when required).
You must demonstrate a significant interest in technology and bring excellent customer service and communication skills.
Italian Speaking IT Helpdesk Analyst employer: Harvey Nash Group
Join a dynamic and supportive team as an Italian Speaking IT Helpdesk Analyst in Livingston, where your contributions will directly impact the efficiency of our service desk operations. We pride ourselves on fostering a collaborative work culture that values professional growth, offering opportunities for skill enhancement and career advancement within a hybrid working environment. With a focus on employee well-being and a commitment to excellence, we ensure that our team members are equipped with the tools and support they need to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Italian Speaking IT Helpdesk Analyst
✨Tip Number 1
Network, network, network! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for an Italian Speaking IT Helpdesk Analyst role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for interviews by practising common helpdesk scenarios. Think about how you'd handle tricky customer queries or technical issues. We want you to show off that calm and professional communication style that’s key for this role!
✨Tip Number 3
Don’t forget to showcase your tech skills! Brush up on your knowledge of Windows 11, Mac OS, and Citrix. Being able to talk confidently about your experience with these systems will definitely impress potential employers.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect with us directly. Let’s get you that job!
We think you need these skills to ace Italian Speaking IT Helpdesk Analyst
Some tips for your application 🫡
Show Off Your Language Skills:Since we're looking for a fluent Italian speaker, make sure to highlight your language skills right at the top of your application. Use clear examples of how you've used your Italian in previous roles, especially in customer service or IT support.
Tailor Your Experience:We want to see how your past experiences align with the role. Be specific about your 1st and 2nd line support experience, especially with Windows 11 and Mac OS. Mention any relevant tools or systems you've worked with that match our needs.
Keep It Professional Yet Friendly:Your application should reflect the calm and professional communication style we value. Use a friendly tone while maintaining professionalism, as this will give us a glimpse of how you might interact with our users.
Apply Through Our Website:Don't forget to apply through our website! This helps us keep track of your application and ensures it gets to the right people quickly. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Harvey Nash Group
✨Brush Up on Your Technical Skills
Make sure you're comfortable with Windows 11, Mac OS, and mobile devices. Review common troubleshooting steps and be ready to discuss your experience with Microsoft 365, Citrix, and basic network issues. This will show that you’re not just a talker but someone who can actually help users.
✨Practice Your Italian Communication
Since this role requires fluent Italian, practice explaining technical concepts in Italian. You might be asked to demonstrate your language skills during the interview, so being able to communicate clearly and professionally in both English and Italian will set you apart.
✨Know the Company and Its Culture
Research the company’s values and how they approach customer service. Understanding their culture will help you tailor your answers to align with what they’re looking for, especially when discussing how you handle customer queries and support.
✨Prepare for Scenario-Based Questions
Think of examples from your past experiences where you successfully resolved issues or handled difficult situations. Be ready to explain your thought process and how you prioritised tasks, as this will demonstrate your structured troubleshooting mindset and ability to work under pressure.
