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- Tasks: Provide 1st and 2nd line IT support to users in a dynamic environment.
- Company: Join a leading tech company with a focus on innovation and teamwork.
- Benefits: Competitive day rate, hybrid work model, and opportunities for growth.
- Other info: Flexible shift patterns and a chance to work with cutting-edge technology.
- Why this job: Be the go-to tech support hero while enhancing your skills in a vibrant team.
- Qualifications: Fluent Italian speaker with proven IT support experience and strong customer service skills.
6 Month Contract | Hybrid, Livingston | Starting ASAP Day Rate: £DOE
About the Role: The Group Service Desk provides first, second, and third-line support to colleagues across the business. You will 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 and mobile devices, as well as several largely bespoke applications, and Citrix-based desktops and applications.
Main Duties:
- Answering Service Desk chat promptly and providing 1st- and 2nd-Line technical support. In some cases, during a disaster recovery, calls might need to be answered.
- 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.
- Aware 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. This role has been deemed Inside IR35 by the client. Applicants must hold, or be happy to apply for, a valid Basic Disclosure Scotland.
Italian Speaking IT Helpdesk Analyst in Broughton employer: Harvey Nash
Contact Detail:
Harvey Nash Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Italian Speaking IT Helpdesk Analyst in Broughton
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Practice makes perfect! Before any interviews, do some mock sessions with friends or family. Focus on common questions for IT Helpdesk roles and make sure you can showcase your customer service skills and technical know-how.
✨Tip Number 3
Show off your tech skills! When you get the chance, share examples of how you've solved problems in the past. Whether it's troubleshooting Windows 11 or helping a colleague with Citrix, real-life stories can really impress.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications come directly from our platform, and it gives you a better chance to be noticed. Plus, it’s super easy to keep track of your application status!
We think you need these skills to ace Italian Speaking IT Helpdesk Analyst in Broughton
Some tips for your application 🫡
Show Off Your Language Skills: Since this role requires fluent Italian, make sure to highlight your language proficiency right at the start of your application. We want to see how you can communicate effectively in both written and spoken Italian!
Tailor Your Experience: When detailing your previous roles, focus on your 1st and 2nd line support experience. We love seeing specific examples of how you've handled incidents and provided customer service, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your skills and experiences. Remember, clarity is key!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role as quickly as possible. Don’t miss out!
How to prepare for a job interview at Harvey Nash
✨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 Citrix and Microsoft 365. This will show that you’re not just a talker but someone who knows their stuff!
✨Practice Your Customer Service Approach
Since this role requires strong customer service skills, think about how you would handle different scenarios. Practise responding to queries in a calm and professional manner, and be prepared to share examples of how you've successfully resolved issues in the past.
✨Familiarise Yourself with the Company’s Tools
Research the specific tools and systems the company uses. If they have a knowledge base or runbook, take a look at it. Being able to reference these during your interview shows initiative and a genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to work under pressure. Think of examples where you’ve had to prioritise tasks or manage multiple incidents at once, and be ready to explain your thought process clearly.