Key responsibilities

Answer incoming service desk calls and log incidents and requests accurately in the call tracking system.
Perform first-level troubleshooting for hardware, software, and basic network-related issues.
Resolve standard IT incidents by following documented procedures and using knowledge management tools.
Escalate complex or unresolved issues to Level 2 support teams with clear and complete documentation.
Maintain regular communication with users to ensure clarity, progress updates, and timely resolution.
Support remote rollouts of applications or software updates following defined deployment processes.
Monitor and manage open tickets, prioritizing workloads to meet service level expectations.
Work flexible schedules, including Central European Time (CET) coverage and late shifts when required.
Academic Qualifications — HSC or Diploma in Information Technology, or equivalent professional experience.

Key skills

Experience in a Level 1 IT Service Desk or Helpdesk support role.
Hands-on experience with incident management and ticketing tools.
Basic troubleshooting knowledge of Windows operating systems and standard enterprise applications.
Familiarity with knowledge management tools and ITIL-based support processes.
Strong customer service skills with the ability to handle users professionally in high-volume environments.
Fluency in Italian both written and spoken.
About Accenture — Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.
We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.
Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Sourced from Workday CXS

About 3600 Accenture Srvcs (MU) Ltd Company

Join Accenture and help transform leading organizations and communities worldwide, supported by the scale, collaboration, and opportunities that enable continuous growth and career advancement. As an IT Service Desk Agent – Italian Speaking , you will act as the first point of contact for end users, providing Level 1 IT support through remote interactions. You will handle incoming incidents and service requests, diagnose common technical issues, and resolve them using established procedures and knowledge bases. When required, you will escalate unresolved issues to higher support levels, ensuring continuity of service and a high standard of user experience in a fast-paced, technology-driven environment.

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