Italian IT Helpdesk Call Analyst

Salary: £27,000 - 27,000 per year

Requirements

• Fluency in Italian, written and spoken.
• Experience in a fast-paced Help Desk, Support Centre, or Retail environment.
• Strong customer service skills and the ability to perform in a target-driven environment.
• Excellent communication skills over the phone with people of varying IT expertise.
• Ability to work well under pressure and take ownership of issues to achieve successful resolutions.
• Tech-savvy, with knowledge of hardware, software, databases, and remote access.
• Solid understanding of computer systems, mobile devices, and technology products.
• Ability to diagnose and resolve basic technical issues.

Responsibilities

• Act as the first point of contact for our Help Desk users.
• Respond to incoming calls and emails with technical support and assistance.
• Troubleshoot issues using diagnostic tests and remote access, aiming for first-time resolution.
• Deliver professional, friendly service that supports our reputation.
• Respond quickly to customer queries by email or phone.
• Identify the best solution based on the customers issue details.
• Diagnose system errors and other technical challenges.
• Keep detailed logs of events and problem resolutions.
• Follow up proactively to ensure customer satisfaction.
• Request feedback and monitor calls to help improve our training methods.
• Perform software installations and updates to resolve issues.

Technologies

• Hardware
• Support
• Mobile
• Vue

More

We are Retail Assist, a growing, award-winning technology company established in 1999. We provide IT managed services and specialist software solutions to a wide range of clients, helping them deliver outstanding customer service. Our clients include Harvey Nichols, Signet, Selfridges, Dufry (World Duty Free Group), White Stuff, Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, Vue International, and more. This is a full-time role based across home working and our Head Office, operating on a rotational shift basis with 1 in 3 weekends on duty. We offer 33 days of annual leave including bank holidays, a travel pass loan, cycle to work scheme, free eye tests, discounted dental care, the option to purchase additional holidays, and a childcare scheme. We also provide training and support to help you grow your career in IT.

last updated 30 week of 2026