Italian Speaking Help Desk Analyst| 6 Month Contract | (Inside IR35) | Hybrid, Livingston | Starting ASAP Day Rate: £DOE About the Role: The Group Service Desk provides first, second, and third-line support to colleagues across the business. You'll take responsibility for providing effective 1st- and 2nd-level support to users via the Service Desk, including support for systems, Servers, and networks. The existing infrastructure primarily consists of Windows 11, Mac OS & mobile devices, as well as several largely bespoke applications, and Citrix-based desktops and applications. Main Duties: Answering Service Desk chat promptly and providing 1st- and 2nd-Line technical support. In some cases, during a disaster recovery, calls might need to be answered. Dealing with queries in a calm, timely and customer focussed manner Logging, recording, and prioritising all incidents received into the Service Desk Supply warm transfers to Service Desk Technical Specialists with appropriate professionalism User administration and general support Contributing to the effective service provision of the Service Desk Team, adhering to processes and guidelines Ensuring online requests and incidents are assigned and handled in line with SLAs. Advising and assisting team members with service provision