Who we are
Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 20,300 professionals every day in a network of 9,700 points of sale across 26 countries give back the joy of hearing, feeling and living to thousands of people across the world.
In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back-office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that it's only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.
Please note that this position does not include remote working arrangements. The role requires full on‑site presence from Monday to Friday, in accordance with the company's standard office working hours.
What we are looking for:
We are looking for a highly motivated Global Service Desk Specialist to join our Milan HQ. This role provides advanced Level 1 onsite IT support, manages daily IMAC activities, supports new technology deployments, and works closely with third party suppliers to ensure exceptional service delivery, especially for our internal VIP and Executive users.
Key Responsibilities
VIP & Onsite Support
• Deliver high-quality support for VIP and executive users.
• Manage requests with proactiveness, discretion, and confidentiality.
• Ensure readiness for critical meetings and executive events.
• Maintain a premium user experience aligned with top IT best practices.
IT Services & Ticket Management
• Handle incidents and service requests using ITSM tools (ServiceNow or equivalent).
• Provide accurate documentation, triage, and escalation management.
• Contribute to problem analysis and change processes.
• Maintain the Knowledge Base and asset inventory with up to date information.
Workplace & Endpoint Operations
• Troubleshoot Windows and macOS devices at both hardware and software levels.
• Manage VIP IT assets and device lifecycle activities.
• Support meeting room AV equipment and mobile devices.
Basic Networking Triage & Escalation
• Perform first-level diagnostics on LAN, Wi Fi, VPN, VoIP, and mobile connectivity issues.
• Collect logs and technical evidence for effective escalation.
• Coordinate with higher-level teams and external partners through complete and quality handovers.
Technical Skills
Active Directory and Entra ID
• Credential resets, account unlocks, basic group management, domain join/checks, and foundational controls.
Exchange / Email
• User-side troubleshooting, triage, and evidence collection
Microsoft Intune (PC/Mac/Mobile)
• Basic enrollment/compliance troubleshooting, understanding of policy and app deployments, and collecting logs for escalation.
ITSM Tools (ServiceNow or equivalent)
• Incident/Request handling, SLA management, Knowledge Base updates, CMDB/Asset management, and accurate reporting.
Workplace Triage
• Endpoint hardware/software, printers, meeting room/AV systems, mobile devices.
Basic Networking
• First level diagnostics for LAN, Wi Fi, VPN, VoIP, and mobile networks.
What You'll Need:
• Strong communication and customer service orientation.
• Ability to work with confidentiality, empathy, and professionalism—especially with executive users.
• Problem-solving mindset with attention to detail.
• Team player who collaborates effectively with global IT and supplier teams.
• Willingness to learn and grow in a dynamic IT environment.