Help Desk Engineer (L1 Application Support) with Italian

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MidZdalnie·italyPart-time·B2B

#471471·Dodano 4 dni temu·3

Źródło: justjoin.it

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Tech Stack / Keywords

Active DirectoryHelpdeskServiceNowVPN

Podsumowanie oferty

Provide L1 application support for a project maintaining a large portfolio of web and mobile applications for an automotive business. The work includes handling user requests and incidents in ServiceNow and supporting reliable application operations.

Wymagania

At least 2 years of experience in application or IT service desk support (L1/L2) for business users.
Hands-on experience with ServiceNow or another ITSM tool such as Jira Service Management.
Understanding of web applications, user roles and permissions, and basic troubleshooting.
Willingness to work under strict SLAs and backlog thresholds.
English at Upper-Intermediate level or above.
Italian at Advanced level or above.

Nice to have:

ITIL Foundation certification.

Obowiązki

Take incidents and service requests in ServiceNow within the acceptance SLA: Critical: 1h, High: 2h, Middle: 4h, Low: next business day.
Classify tickets as Incidents, Service Requests, or Change Requests and prioritize them using the Impact × Urgency matrix.
Resolve standard requests without access to servers or code, including role and profile checks, password resets, documented workarounds, application-use guidance, and data or information requests.
Handle Service Requests of up to 8 hours directly, process 8–24-hour requests upon approval, and route larger requests as Change Requests.
Escalate to L3 with complete information and stay in contact with the user until the ticket is resolved.
Participate in Major Incident handling by linking related tickets and keeping users informed.
Record solutions and create Knowledge Base articles in ServiceNow.
Keep full traceability in ServiceNow and support daily backlog control.

Benefity

Opportunity to earn up to an additional 1,000 EUR per month, depending on expertise, through participation in company activities; the amount is included in the annual bonus.
Access to the corporate training portal and the company knowledge base.
Compensation for certifications such as AWS and PMP.
Referral program.
Private health insurance and sports compensation, depending on employment type.
Company events and activities, including parties, pizza days, PlayStation, fruit, coffee, snacks, and movies.

Spotkania integracyjne

Dofinansowanie szkoleń

Premie

Opieka zdrowotna

Ubezpieczenie

Karta sportowa

Napoje w biurze

Darmowe przekąski

Andersen

30 aktywnych ofert

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