IT Support Analyst

The IT Support Analyst role is responsible for providing technical support to users across multiple geographies, ensuring smooth day-to-day operation of the Service Desk and wider infrastructure.

Requirements

• Service Desk Operations: Serve as the initial point of contact for all TDS support requests and issues.
• Provide remote technical support for multiple global geographies.
• Deliver Service Desk coverage via Teams, phone, and email channels.
• Log and document incidents and service requests in an ITIL based ITSM ticketing system.
• Coordinate assignment of tickets, prioritisation, job schedules, and user notifications.
• Maintain accurate records of activity, resolutions, and follow up actions.
• Communication & User Support: Provide clear, professional communication to users at all times.
• Offer outstanding telephone and customer service.
• Update users proactively on progress and expected resolution times.
• Reporting & Continuous Improvement: Generate and share regular operational activity reports with management.
• Participate in identifying process improvements and service enhancement opportunities.

Benefits

• Annual discretionary bonus.
• International scope – we operate in over 8 countries.
• Hybrid working – we will need you in the central Milan office at least three times a week, but you will normally be able to work remotely for the remainder of the week.