1st Line IT Help Desk Engineer
Descrizione dell'offerta
1st Line IT Help Desk Engineer
Location: Bologna, Italy
Team: Digital Workplace
Employment Type: Full Time, On site
About Us
Spandex Italy is part of the global Spandex Group, a leading supplier of materials, equipment, and solutions for the visual communications, signage, digital printing, and vehicle wrapping industries. With a strong presence across Europe and a long‑established reputation for technical expertise, we support thousands of professionals with high‑quality products, reliable service, and specialist knowledge.
About the Role
We are looking for a motivated and customer‑focused 1st Line IT Help Desk Engineer to join our Digital Workplace team. In this role, you will be the first point of contact for all IT‑related queries, providing initial triage, troubleshooting, and resolution of common issues. You will ensure all requests are logged and managed through our IT Service Management platform and play a key role in delivering consistent, professional user experience.
What You Will Do
- Act as the first point of contact for all IT related queries and incidents raised by internal users.
- Ensure all requests and incidents are logged, categorised, prioritised, and managed through the JIRA IT Service Management platform.
- Drive user adoption of the Service Desk by redirecting ad hoc or direct contact requests into JIRA in line with agreed processes.
- Resolve common, repeatable, and low complexity issues at first contact wherever possible, following documented procedures and knowledge base articles.
- Perform initial triage and diagnosis, gathering accurate information before escalating to 2nd Line support where required.
- Escalate incidents to 2nd Line with clear documentation of symptoms, troubleshooting steps taken, and impact, ensuring efficient handover.
- Support user account activities such as password resets, basic access requests, and standard onboarding/offboarding tasks.
- Prepare, configure, and deploy standard desktop and laptop devices in line with approved build standards.
- Provide first line support for Microsoft 365 applications and standard workplace tools.
- Maintain accurate and up to date ticket notes, resolution details, and status updates in JIRA.
- Contributes to the creation and maintenance of knowledge base articles to improve first contact resolution rates.
- Work collaboratively with 2nd Line and wider IT teams to support service continuity and continuous improvement.
- Adhere to defined SLAs, escalation paths, and support boundaries, ensuring a consistent and professional service.
- Continuously learn and stay updated with new technologies, software, and company procedures.
What You Bring
- Experience in a 1st Line IT Support or Service Desk role
- Strong customer service orientation with clear communication skills
- Basic understanding of Windows operating systems and Microsoft 365
- Experience working with an ITSM tool (JIRA preferred)
- Fluent Italian language skills, with strong English communication abilities.
- Ability to follow defined processes and escalation paths
- Detail‑oriented approach to capturing issue descriptions and troubleshooting steps
- A friendly, professional, and dependable working style
Desirable
- Exposure to corporate IT environments
- Basic understanding of networking concepts (WiFi, VPN, connectivity)
- Interest in progressing into 2nd Line or specialist IT roles
- Entry‑level IT certifications or relevant training
If you are passionate about delivering excellent IT support and want to grow your technical skills in a supportive environment, we would like to hear from you.