IT Support Agent (with Italian)

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage and over 420,000 team members in more than 50 countries. The company delivers end-to-end services and solutions combining strategy, technology, design, engineering, and business operations, with strong industry expertise and a partner ecosystem.

• Very good command of Italian; good knowledge of English is an asset.
• Motivation to start a career in IT and willingness to learn.
• Positive, can-do attitude and strong problem-solving approach.
• Ability to communicate clearly with users and collaborate effectively with a team.

Nice to have:

• Basic understanding of IT concepts (Windows OS, Microsoft products, internet, hardware devices) or a technical mindset.

• Handle incoming requests from users in Italian regarding login issues, application access problems, and other basic IT incidents.
• Provide troubleshooting support via phone, chat, and e-mail following established procedures and using diagnostic tools.
• Guide end users clearly and effectively through problem-solving steps to restore their system or application functionality.
• Escalate complex issues to specialized teams and cooperate to ensure efficient case resolution.
• Document all interactions, reported issues, and actions taken in the ticketing system.
• Use the internal knowledge base and tools provided during onboarding to deliver high-quality service.
• Continuously expand your IT knowledge through diverse training programs and learning paths.

Capgemini is committed to diversity and inclusion, evaluating individuals based on qualifications and performance without discrimination. The work requires handling user requests in Italian.