Who we are Amplifon\nAmplifon 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.\nIn 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.\nPlease 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.\nWhat we are looking for\nWe 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.\nKey Responsibilities\nVIP & Onsite Support\n\nDeliver high‑quality support for VIP and executive users.\nManage requests with proactiveness, discretion and confidentiality.\nEnsure readiness for critical meetings and executive events.\nMaintain a premium user experience aligned with top IT best practices.\n\nIT Services & Ticket Management\n\nHandle incidents and service requests using ITSM tools (ServiceNow or equivalent).\nProvide accurate documentation, triage and escalation management.\nContribute to problem analysis and change processes.\nMaintain the Knowledge Base and asset inventory with up‑to‑date information.\n\nWorkplace & Endpoint Operations\n\nTroubleshoot Windows and macOS devices at both hardware and software levels.\nManage VIP IT assets and device lifecycle activities.\nSupport meeting room AV equipment and mobile devices.\n\nBasic Networking Triage & Escalation\n\nPerform first‑level diagnostics on LAN, Wi‑Fi, VPN, VoIP and mobile connectivity issues.\nCollect logs and technical evidence for effective escalation.\nCoordinate with higher‑level teams and external partners through complete and quality handovers.\n\nTechnical Skills\nActive Directory and Entra ID\n\nCredential resets, account unlocks, basic group management, domain join/checks and foundational controls.\n\nExchange / Email\n\nUser‑side troubleshooting, triage and evidence collection.\n\nMicrosoft Intune (PC/Mac/Mobile)\n\nBasic enrollment/compliance troubleshooting, understanding of policy and app deployments, collecting logs for escalation.\n\nITSM Tools (ServiceNow or equivalent)\n\nIncident/Request handling, SLA management, Knowledge Base updates, CMDB/Asset management and accurate reporting.\n\nWorkplace Triage\n\nEndpoint hardware/software, printers, meeting room/AV systems, mobile devices.\n\nBasic Networking\n\nFirst‑level diagnostics for LAN, Wi‑Fi, VPN, VoIP, and mobile networks.\n\nWhat You’ll Need\n\nStrong communication and customer service orientation.\nAbility to work with confidentiality, empathy and professionalism—especially with executive users.\nProblem‑solving mindset with attention to detail.\nTeam player who collaborates effectively with global IT and supplier teams.\nWillingness to learn and grow in a dynamic IT environment.\n\n