ALTEN Italy, a leading force in the IT, Engineering and Life Sciences industries, is on the lookout for a driven Technical Support Representative (Helpdesk Agent) to join our team in Milan for a new and exciting project.Within 30 years,ALTENhas become leader in both outsourced Engineering and IT Enterprise Services. ALTEN, composed of 54,000 employees (88% engineers), carries out complex and highly technical projects throughout the value chain of 6,500 clients, the most prestigious companies in all sectors of industry, services and telecommunications. We work with key actors in the Aeronautics Space, Defense Naval, Security, Automotive, Rail, Energy, Life Sciences, Finance, Retail, Telecommunications and Services sectors.About the Role:We are looking for a skilled and customer-orientedHelpdesk Agentto join our team in Milan. In this hybrid role, you will provide worldwide technical support to our clients, ensuring a high level of service and problem resolution. If you have a passion for IT support, excellent communication skills, and a proactive attitude, we would love to hear from you!Key ResponsibilitiesEnd-User Workstation SupportDiagnose and resolvehardware issuesrelated to desktops, laptops, and peripherals.
Assist withsoftware installation, configuration, and troubleshooting .
Provide support forWindows and macOS operating systems .
Troubleshoot and resolvenetwork connectivity issues(Wi-Fi, VPN, etc.).
Manageuser accounts, including password resets and access permissions.Application SupportProvide first-level support forbusiness applications, productivity suites, and email clients .
Assist withupdates and patchesto maintain application security.
Offerbasic training and guidanceto users to improve efficiency and reduce support requests.Ticketing System ManagementEnsure properticket creation, tracking, and resolutionvia email, web portal, or chat.
Verify and categorize ticketsto ensure correct prioritization.
SupportSLA complianceby tracking response and resolution times.
Contribute to theknowledge baseto enhance self-service options.
Generatereports on ticket metricsand service performance.Multichannel User SupportProvide assistance viaphone, chat, and email .
UtilizeAI-powered chatbotsfor initial triage and FAQs.
Maintainchat transcriptsfor quality control and future reference.
Collect and analyzeuser feedbackto improve the helpdesk service.Requirements1-5 yearsof experience in ahelpdesk or IT supportrole.
Native level of Italianandfluent Englishare mandatory.
Strong troubleshooting skills forWindows, macOS, and enterprise applications .
Basic knowledge ofnetworking concepts(VPN, DNS, DHCP, etc.).
Experience withremote desktop tools and ticketing systems .
Strongcustomer serviceandcommunication skills .
Ability to work bothindependently and in a global team .What We OfferHybrid work model(office + remote).
Opportunity to work in aninternational environment .
Professional development and trainingopportunities.