IT Service Management & Service Desk specialist
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Banca Generali (www.bancagenerali.com), Italy's leading private bank in financial planning and customer asset protection, is looking for an IT Service Management and Service Desk specialist for its Milan site.
The IT Service Management Unit is responsible for delivering high-quality technical support and service management across the Bank. This includes ensuring the availability, reliability, and performance of internal systems and services used by both employees and the bank’s operational network. The First Level Support team acts as the frontline for all IT-related issues, playing a critical role in maintaining business continuity and user satisfaction. The Unit also manages the Change Management process, leading the Change Advisory Board and related activities.
The resource, reporting to his manager, will be responsible for:
* Managing IT tickets under the responsibility of the First Level support team
* Overseeing the resolution of incidents, problems, and service requests
* Providing timely support for core internal systems (e.g., HR, finance) and external services used by the bank’s operational network (e.g., Front End platforms, channels)
* Acting as the escalation point for unresolved or complex issues, coordinating with second-level support and third parties
* Supporting the IT Service Manager in monitoring KPIs and SLAs, and implementing improvements
* Supporting communication with Control Functions
* Overseeing the Change Management process and leading the CAB (Change Advisory Board)
* Maintaining and updating support documentation, procedures, and knowledge bases
* Ensuring compliance with ITIL best practices and internal governance standards
Requirements
The ideal candidate has:
* Over 3 years of experience in IT Service Management and/or IT Governance roles within complex organizational structures
* Preferred experience supporting banking systems or similar complex enterprise environments
* Strong understanding of IT Service Management principles and the ITIL framework
* Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or similar platforms
Soft Skills
* Excellent interpersonal and teamwork skills
* Ability to communicate effectively with management
* Problem-solving skills
* Flexibility
Company Profile
Generali is proud to be an inclusive employer that considers applicants regardless of gender, gender identity, sexual orientation, ethnicity, disability, religion, political views, marital status, or philosophy of life.
If you have a disability or special need requiring accommodation, we will support you during the selection process.
Additional Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Information Technology
* Industry: Banking
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