IT Service Desk Agent (Italian Speaking)

About the role

Accenture is looking for an IT Service Desk Agent who can provide first‑line support to end users in Italian. You will be the initial point of contact, handling incidents and service requests remotely and ensuring a smooth user experience in a fast‑paced, technology‑driven environment.

Key responsibilities

• Answer incoming service desk calls, log incidents and requests accurately in the tracking system.
• Perform Level 1 troubleshooting for hardware, software and basic network issues.
• Resolve standard IT incidents using documented procedures and knowledge‑base resources.
• Escalate complex or unresolved issues to Level 2 teams with clear documentation.
• Maintain regular communication with users, providing status updates and ensuring timely resolution.
• Support remote rollouts of applications or software updates following defined deployment 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 Italian, both written and spoken.
• Strong customer‑service orientation and ability to handle high‑volume environments.

Required skills

• Basic troubleshooting of Windows operating systems and standard enterprise applications.
• Hands‑on experience with incident management and ticketing tools.
• Familiarity with knowledge‑management tools and ITIL‑based support processes.
• Hardware, software and basic network troubleshooting.