OverviewAmplifon 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 10,000 points of sale across 25 countries give back the joy of hearing, feeling and living to thousands of people around the world.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 forWe 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.Responsibilities
IT & 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, WiFi, 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, WiFi, 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.
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