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For Companies At a Glance
- Tasks: Provide 1st and 2nd line IT support to users, ensuring smooth operations.
- Company: Dynamic tech company offering a collaborative and supportive work environment.
- Benefits: Competitive day rate, hybrid working, and opportunities for skill development.
- Why this job: Join a vibrant team and enhance your tech skills while helping others.
- Qualifications: Fluent Italian speaker with proven IT support experience and strong customer service skills.
- Other info: Flexible shift rota and potential for career growth in a fast-paced setting.
The predicted salary is between 30000 - 40000 £ per year.
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'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 1st- and 2nd-Line technical support.
- Dealing with queries in a calm, timely and customer focussed 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.
Locations
Italian Speaking IT Helpdesk Analyst in Edinburgh, Scotland 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 Edinburgh, Scotland
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info and maybe even a referral!
✨Tip Number 2
Practice makes perfect! Before any interview, run through common questions and scenarios you might face as an IT Helpdesk Analyst. This will help you feel more confident and ready to impress.
✨Tip Number 3
Show off your skills! If you have experience with Windows 11, Mac OS, or Citrix, be sure to highlight that during interviews. Share specific examples of how you've solved problems in the past.
✨Tip Number 4
Don't forget to apply through our website! We make it easy for you to find roles that match your skills and interests. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Italian Speaking IT Helpdesk Analyst in Edinburgh, Scotland
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. Use clear examples of how you've used your Italian skills in previous roles, especially in customer service or IT support.
Tailor Your Experience: We want to see how your past experiences align with the job description. Focus on your 1st and 2nd line support experience, and don’t forget to mention any specific tools or systems you’ve worked with, like Windows 11 or Citrix.
Keep It Professional Yet Friendly: Your application should reflect the calm and professional communication style we value. Use a friendly tone while ensuring your writing is clear and concise. Remember, we’re looking for someone who can communicate effectively with users!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Harvey Nash
✨Brush Up on Your Technical Skills
Make sure you're comfortable with the systems and software mentioned in the job description. Familiarise yourself with Windows 11, Mac OS, and any specific applications they use. Practising common troubleshooting scenarios can really help you shine during the interview.
✨Show Off Your Customer Service Skills
Since this role requires strong customer service abilities, think of examples from your past experiences where you handled difficult situations calmly and professionally. Be ready to discuss how you prioritised user needs and resolved issues effectively.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life support situations. Prepare to explain how you would handle a high-pressure incident or a disaster recovery scenario. This will demonstrate your structured troubleshooting mindset and ability to work under pressure.
✨Practice Your Italian Communication
As a fluent Italian speaker, you'll need to communicate clearly and empathetically. Practise explaining technical concepts in Italian, as well as handling customer queries. This will show your potential employer that you're not only technically skilled but also a great communicator.