ALTEN Italy, a leading force in the IT, Engineering and Life Sciences industries, is on the lookout for a driven Helpdesk Agent (Technical Support) to join our team in Milan for a new and exciting project.
Within 30 years, ALTEN has 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-oriented Helpdesk Agent to 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 Responsibilities
End-User Workstation Support
Diagnose and resolve hardware issues related to desktops, laptops, and peripherals.
Assist with software installation, configuration, and troubleshooting .
Provide support for Windows and macOS operating systems .
Troubleshoot and resolve network connectivity issues (Wi-Fi, VPN, etc.).
Manage user accounts, including password resets and access permissions.
Application Support
Provide first-level support for business applications, productivity suites, and email clients .
Assist with updates and patches to maintain application security.
Offer basic training and guidance to users to improve efficiency and reduce support requests.
Ticketing System Management
Ensure proper ticket creation, tracking, and resolution via email, web portal, or chat.
Verify and categorize tickets to ensure correct prioritization.
Support SLA compliance by tracking response and resolution times.
Contribute to the knowledge base to enhance self-service options.
Generate reports on ticket metrics and service performance.
Multichannel User Support
Provide assistance via phone, chat, and email .
Utilize AI-powered chatbots for initial triage and FAQs.
Maintain chat transcripts for quality control and future reference.
Collect and analyze user feedback to improve the helpdesk service.
Requirements
1-5 years of experience in a helpdesk or IT support role.
Native level of Italian and fluent English are mandatory.
Strong troubleshooting skills for Windows, macOS, and enterprise applications .
Basic knowledge of networking concepts (VPN, DNS, DHCP, etc.).
Experience with remote desktop tools and ticketing systems .
Strong customer service and communication skills .
Ability to work both independently and in a global team .
What We Offer
Hybrid work model (office + remote).
Opportunity to work in an international environment .
Professional development and training opportunities.