Service Desk Analyst | Eu Institutions
At Ayesa Digital, we grow with you!Candidarsi per questo ruolo è immediato. Scorra verso il basso e faccia clic su "Candidati" per essere preso/a in considerazione per questa posizione.Every professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal.Ayesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive science and innovation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and a strong commitment to socially oriented results.We are looking for an experienced Service Desk Analyst to join an international environment supporting information systems and ICT tools used by European institutions and stakeholders.Based in Ispra (Italy), with on-site presence 3 days per week, you will provide user guidance and first-line support for information systems related to public health and food policies. Working within a multicultural environment, you will collaborate with project and service managers to ensure timely incident resolution and a high level of user satisfaction.What you'll doProvide user guidance and support on the use of information systems and ICT toolsFollow up incidents related to information systems and organise the reportingTrack and resolve user service requests through ticketing systems, in line with agreed SLAsLog, categorise and upscale software defects to the appropriate teams, ensuring full traceabilityCategorise and prioritise incoming tickets across channels (portal, chat, phone, email), applying consistent triage rules for impact, urgency and escalationEnsure first-call resolution and complete ticket hygiene (impact, urgency, category, work notes, resolution codes)Document knowledge and known issues,
and transfer this knowledge to colleaguesReview KPIs monthly and feed continuous improvement actions into problem managementUse ticket tags and resolution codes to enrich the knowledge basePrepare shift handover notes and peak-time staffing plansWhat we're looking forUniversity degree corresponding to EQF Level 7 (master's level or 5 years of higher education) and a minimum of 5 years of IT professional experience5 years of experience in user/customer assistance5 years of experience with Microsoft Office3 years of experience with Adobe Acrobat ProDemonstrated practical experience with Atlassian Confluence and Jira in at least one professional projectExperience troubleshooting applications and routing support tickets to the right teamSkills in using operating systems, remote support tools and ticketing systems, with the ability to apply basic troubleshooting techniquesExcellent communication and writing skillsAbility to integrate into international and multicultural teams, self-starter attitude and teamwork experienceAbility to take part in multilingual meetingsEnglish language proficiency at C1 level or higher, both spoken and written.Nice to haveITIL 4 Foundation certificationExperience collecting feedback from users or collaborative platforms to improve support documentationPrevious experience in European institutionsWhat We Offer:Prestigious projects within European institutions.International, innovative, and multicultural environments.Continuous support from a team of experts in EU projects.If you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you!In accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. xysqume Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment.#J-18808-Ljbffr
and transfer this knowledge to colleaguesReview KPIs monthly and feed continuous improvement actions into problem managementUse ticket tags and resolution codes to enrich the knowledge basePrepare shift handover notes and peak-time staffing plansWhat we're looking forUniversity degree corresponding to EQF Level 7 (master's level or 5 years of higher education) and a minimum of 5 years of IT professional experience5 years of experience in user/customer assistance5 years of experience with Microsoft Office3 years of experience with Adobe Acrobat ProDemonstrated practical experience with Atlassian Confluence and Jira in at least one professional projectExperience troubleshooting applications and routing support tickets to the right teamSkills in using operating systems, remote support tools and ticketing systems, with the ability to apply basic troubleshooting techniquesExcellent communication and writing skillsAbility to integrate into international and multicultural teams, self-starter attitude and teamwork experienceAbility to take part in multilingual meetingsEnglish language proficiency at C1 level or higher, both spoken and written.Nice to haveITIL 4 Foundation certificationExperience collecting feedback from users or collaborative platforms to improve support documentationPrevious experience in European institutionsWhat We Offer:Prestigious projects within European institutions.International, innovative, and multicultural environments.Continuous support from a team of experts in EU projects.If you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you!In accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. xysqume Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment.#J-18808-Ljbffr