Help Desk Engineer (L1 Application Support) with Italian

Andersen is hiring a Help Desk Engineer (L1 Application Support) in the EU for a project supporting web and mobile applications and ensuring reliable operations

Our customer is an established automotive business operating in a European market and providing a range of distribution, commercial, and customer-focused services. It supports various aspects of vehicle sales and after-sales operations while working with a broad network of business partners. The organization continues to invest in digital transformation, cloud technologies, data-driven solutions, and cybersecurity to modernize its operations, improve customer experience, and increase overall business efficiency.

The project is focused on providing managed maintenance and application support services for a large portfolio of mobile and web applications. It covers software enhancements, technical support, continuous updates, CI/CD-based lifecycle management, and documentation while ensuring reliable operations, security, and alignment with established IT service management standards.

Responsibilities

• Taking in incidents and service requests in ServiceNow within the acceptance SLA (Critical: 1h, High: 2h, Middle: 4h, Low: next business day).
• Classifying tickets as Incidents, Service Requests, or Change Requests and prioritizing them using the Impact × Urgency matrix.
• Resolving standard requests without access to servers or code: role and profile checks, password resets, documented workarounds, guidance on correct use of applications, data/information requests.
• Handling Service Requests of up to 8 hours directly, processing 8-24-hour requests upon approval, and routing larger requests as Change Requests.
• Escalating to L3 with complete information; staying in contact with the user until the ticket is resolved.
• Participating in Major Incident handling: linking related tickets and keeping users informed.
• Recording solutions and creating Knowledge Base articles in ServiceNow.
• Keeping full traceability in ServiceNow and supporting the daily backlog control.

Must-haves

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

Nice-to-haves

• ITIL Foundation certification.

Reasons why this job would be interesting to you

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 EUR per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• Private health insurance and sports compensation, depending on the type of employment.

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