IT Support Engineer Italy

Client Services Analyst - Milan

Grade 4

This role sits within our Digital Technology group, specifically in the Client Services team, which is part of the Service Management pillar. The team plays a vital role in delivering high-quality, user-focused IT support across our global offices, helping to ensure that our people have the tools and services they need to do their best work.

Client Services is at the heart of day-to-day digital operations-resolving issues, enabling collaboration, supporting infrastructure, and acting as a trusted bridge between technology and the business. We work closely with other Digital Technology teams to deliver a seamless and responsive support experience for all staff.

Key Responsibilities

Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.

Providing value-added services to the business, working together with the leadership team to drive technology and help transform business activities.

Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.

Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.

Responding to, documenting and resolving service tickets in a timely manner according to an agreed service level.

Documenting procedures, standards, best-practice configurations, settings, installation sequences and back-out instructions.

Following ITIL/Service Management policies and procedures.

Helping the software asset management team to maintain compliance.

Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues.

Documenting procedures, standards, best-practice configurations, settings, installation sequences and back-out instructions.

Following ITIL/Service Management policies and procedures.

Helping the software asset management team to maintain compliance.

Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues.

Skills & Experience

Qualifications & Experience

Recognised relevant tertiary qualifications in technical certification in Information Technology or similar are desirable.

Experience working in a regional or global organisation providing desktop support services in a Microsoft environment.

Experience in hardware support for both PC and Mac, as well as mobile devices including iPhones, iPads, and Samsung models. Proficiency in Microsoft Windows operating systems with some familiarity with Mac OS. Knowledge of Microsoft 365 and its associated services, such as OneDrive for Business and Microsoft Teams. Understanding of video conferencing hardware and software, along with experience in supporting office printers and copiers, which may vary by location.

Experience with ServiceNow or similar IT service management platforms is highly beneficial, along with exposure to working in a professional services environment. A strong technical aptitude and a proven ability to learn and apply new skills in a fast-paced setting are essential. Familiarity with industry-specific software solutions such as Autodesk, Bentley, and Trimble, as well as enterprise tools like Adobe, Bluebeam, is also desirable.

Skills & Attributes

Ability to build positive relationships by understanding needs and delivering value-added solutions, acting as a trusted partner.

Demonstratable ability to embrace change with resilience, quickly adjusting and learning in dynamic environments.

Proven ability to uphold high standards in work, meticulously reviewing all aspects to ensure accuracy and completeness.

Ability to communicate clearly and adapt interpersonal style to connect with diverse stakeholders, fostering open dialogue and collaboration.

Proven ability for continuous growth, quickly absorbing new knowledge and adapting to industry trends.