IT Help Desk Specialist

Avincis is a leading company in the Emergency Aviation industry and it provides HEMS, firefighting, off-shore and MRO services. Avincis Italy is divided into 2 division, the Fixed Wing one manages the Italian Canadair (CL 415 fleet) composed of 18 planes while the Rotor Wing division manages more than 40 helicopters operating on 36 bases.

We are currently looking for a new colleague to join our office in Colico (LC) as an

IT Desk Agent who will report to the Service Desk Lead Italy.

**Responsibilities**:

- Respond to incoming calls and support requests in both local language and English, providing exceptional customer service.
- Manage and resolve support tickets in English, offering timely fixes or escalating issues to appropriate IT colleagues or third-party vendors as needed.
- Maintain comprehensive knowledge of the company's technology environment, including hardware, software, and user profiles, to ensure effective support.
- Collaborate with the Service Desk Lead and Service Delivery Manager to enhance service quality and efficiency.
- Oversee and maintain inventory control of all technology devices, ensuring accurate tracking and reporting.
- Document all interactions, solutions provided, and ticket resolutions in the service management system.
- Participate in training and knowledge-sharing sessions to stay updated on IT best practices and emerging technologies.

**Requirements**:

- Proven experience in an IT support or helpdesk role, preferably in a corporate environment.
- Excellent communication skills, both verbal and written, with a customer-focused approach.
- Ability to work independently and as part of a team in a fast-paced environment.
- Familiarity with ticketing systems and ITIL practices is a plus.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.
- Italian Language Proficiency, good command of the English Language (B2)

The position is office based (Colico) with some work from home allowed (1 or 2 days depending on the activities).
- Avincis is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, gender, religion, sexual orientation, national origin and disability._

Work Location: In person