Italian IT Helpdesk Call Analyst

Salary: £27,000 - 27,000 per year

Requirements

• We require fluent Italian language skills.
• We require experience in a fast-paced Help Desk, Support Centre, or Retail environment.
• We require excellent customer service skills in a target-driven environment.
• We require strong verbal communication skills and the ability to support users with varying levels of IT knowledge.
• We require confidence working under pressure and taking ownership to achieve successful resolutions.
• We require strong technical knowledge of hardware, software, databases, and remote access tools.
• We require a solid understanding of computer systems, mobile devices, and technology products.
• We require the ability to diagnose and resolve basic technical issues.
• We require the ability to work rotational shifts, including 1 in 3 weekends.
• We require a full-time commitment to the role.

Responsibilities

• We act as the first point of contact for Help Desk users.
• We answer incoming calls and emails and provide technical support and assistance.
• We troubleshoot issues using diagnostic tests and remote access.
• We aim to resolve issues on the first contact wherever possible.
• We respond quickly to customer queries by email or phone.
• We identify the best solution based on the issue details provided by the customer.
• We diagnose system errors and other technical challenges.
• We keep detailed logs of issues, events, and resolutions.
• We follow up proactively to ensure customer satisfaction.
• We request feedback and monitor calls to help improve our training methods.
• We carry out software installations and updates when needed.
• We deliver professional, friendly service that supports our reputation for excellence.
• We support the development of our team through ongoing learning and training.

Technologies

• Hardware
• Support
• Mobile
• Vue

More

We are Retail Assist, a growing, award-winning technology company founded in 1999. We provide expert 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 many more. This is a full-time role based around a hybrid working style, allowing you to work from home and our Head Office. We offer 33 days of annual leave including bank holidays, a travel pass loan, cycle to work scheme, free eye tests, a discounted Dental Care Scheme, the option to purchase additional holidays, and a childcare scheme. We are looking for someone eager to grow their career in IT and make a real impact as part of our expanding team.

last updated 23 week of 2026