IT Service Desk Agent (Italian Speaking)

About the role

Accenture is looking for an IT Service Desk Agent who is fluent in Italian to be the first point of contact for end‑users. You will provide Level 1 support remotely, handling incidents and service requests while ensuring a high‑quality user experience.

Key responsibilities

• Answer incoming service‑desk calls, log incidents and requests accurately.
• Perform first‑level troubleshooting for hardware, software and basic network issues.
• Resolve standard IT incidents using documented procedures and knowledge‑base tools.
• Escalate complex or unresolved issues to Level 2 with clear documentation.
• Maintain communication with users, providing progress updates and timely resolutions.
• Support remote roll‑outs of applications or software updates following defined processes.
• Monitor and prioritize open tickets to meet service‑level expectations.
• Work flexible schedules, including CET coverage and occasional late shifts.

Required profile

• HSC or Diploma in Information Technology, or equivalent professional experience.
• Experience in a Level 1 IT Service Desk or Helpdesk support role.
• Fluency in written and spoken Italian.

Required skills

• Basic troubleshooting of Windows operating systems.
• Familiarity with incident management and ticketing tools.
• Use of knowledge‑management tools.
• Understanding of ITIL‑based support processes.
• Basic network‑related troubleshooting.