1st Line IT Help Desk Engineer
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Location: Bologna, Italy
Team: Digital Workplace
Employment Type: Tempo pieno, On site
About Us
Spandex Italy is part of the global Spandex Group, a leading supplier of materials, equipment, and solutions for the visual communications, signage, digital printing, and vehicle wrapping industries. With a strong presence across Europe and a long‐established reputation for technical expertise, we support thousands of professionals with high‐quality products, reliable service, and specialist knowledge.
About the Role
We are looking for a motivated and customer‐focused 1st Line IT Help Desk Engineer to join our Digital Workplace team. In this role, you will be the first point of contact for all IT‐related queries, providing initial triage, troubleshooting, and resolution of common issues. You will ensure all requests are logged and managed through our IT Service Management platform and play a key role in delivering consistent, professional user experience.
What You Will Do
- Act as the first point of contact for all IT related queries and incidents raised by internal users.
- Ensure all requests and incidents are logged, categorised, prioritised, and managed through the JIRA IT Service Management platform.
- Drive user adoption of the Service Desk by redirecting ad hoc or direct contact requests into JIRA in line with agreed processes.
- Resolve common, repeatable, and low complexity issues at first contact wherever possible, following documented procedures and knowledge base articles.
- Perform initial triage and diagnosis, gathering accurate information before escalating to 2nd Line support where required.
- Escalate incidents to 2nd Line with clear documentation of symptoms, troubleshooting steps taken, and impact, ensuring efficient handover.
- Support user account activities such as password resets, basi