Service Desk Agent with Italian/Spanish

Recruitment for

Technologies we use

Your responsibilities

• Single Point of Contact: Acting as the first line of support for users regarding routine and non-routine IT incidents and requests (e.g., password resets, software troubleshooting)
• Incident Management: Receiving, logging, classifying, and prioritizing all incoming calls and tickets.
• Technical Diagnosis: Performing 1st line diagnosis and providing immediate resolutions for hardware and software issues whenever possible.
• Workflow Coordination: Routing unresolved incidents to appropriate resolver groups and following up until the issue is closed.
• Data Accuracy: Maintaining precise records of calls, including asset details, troubleshooting steps, and user satisfaction.
• Knowledge Base Contribution: Identifying recurring issues and flagging successful resolutions to be added to the internal Knowledge Base

Employer requirements

• Language Proficiency: Good written and oral communication skills in English and very good knowledge of Italian/Spanish.
• Technical Basics: Fundamental computer user knowledge (MS Office, Windows, basic PC networking).
• Communication Skills: Ability to build empathy with users and communicate technical solutions in a clear, understandable way.
• Problem-Solving Mindset: Analytical and logical thinking with a strong drive to resolve issues effectively.
• Reliability: Excellent time management skills and the ability to work under pressure in a dynamic environment.
• Team Spirit: A flexible approach and the willingness to cooperate within a global, diverse team.

What employer offers

• Career Growth: A unique "Internal First" promotion policy – we recruit externally only for entry-level roles, while Expert and Team Leader positions are filled by promoting our own Service Desk Agents.
• Remote-First Model: Nearly 100% remote work (only one day in the office at the start for onboarding and equipment collection).
• Time to Recharge: 2 paid "happy hours" per month (3 extra days off per year) and an additional day off after using your holiday entitlement.
• Financial Support: Holiday allowance and a referral program bonus.
• Health & Well-being: Private medical care, group life insurance, and a 24/7 Employee Support Program.
• Development: Free e-learning platforms and shared costs for professional training and certifications.
• Flexibility: Workation options and access to the MyBenefit cafeteria system (including sports cards).