Service Desk Europeo

YOUR NEW COMPANY Kirey is one of the leading European groups operating in technology consulting and system integration, with a distinctive positioning in the field of data-driven innovation. Through a comprehensive portfolio of solutions including Data & AI, Cloud, Software Development, Cybersecurity, Infrastructure & Automation, and Monitoring, Kirey transforms data complexity into intuitive and accessible solutions, helping its clients achieve their business objectives. Headquartered in Italy, with an established international presence and nearly 1,500 employees, Kirey has delivered more than 10,000 projects for leading clients across the Insurance, Banking, Manufacturing, Retail, Public Administration, and Services & Energy sectors. At the heart of all this are our people, who at Kirey have the opportunity to fully express their talent and play an active role in the company's value chain. This is supported by continuous investment in training and skills development, the promotion of innovation and creativity, and a strong focus on inclusion and diversity. YOUR ROLE We are looking for a European Service Desk Specialist to join our team and provide operational support, monitoring, and incident management in a mission-critical and international environment. The successful candidate will work within a European team, contributing to service continuity by monitoring activities, managing alerts and incidents, and ensuring compliance with operational procedures and SLAs. The position is ideal for someone with solid technical foundations, a proactive approach, and a strong interest in learning new technologies and tools through a structured training and on-the-job training path.

Responsibilities

RESPONIBILITIES

• Monitor systems, applications, and services through dashboards and operational tools.
• Manage and monitor alerts, events, and anomalies, promptly identifying potential issues.
• Log, classify, and manage incidents through ticketing and incident management tools.
• Analyze operational issues and escalate them to the appropriate technical teams when necessary.
• Monitor compliance with SLAs and operational procedures.
• Perform first-level troubleshooting and system checks.
• Support basic management and administration activities on Linux environments.
• Review and analyze logs and technical information to identify the root cause of potential anomalies.
• Ensure proper handover between different shifts, maintaining service continuity.
• Collaborate with technical teams and international stakeholders in managing operational activities.
• Follow established operational procedures and predefined automation activities.
• Participate in training on technologies and tools specific to the operational environment.

REQUIREMENTS

• Initial or previous experience in Service Desk, Operations, Monitoring, or Incident Management activities.
• Knowledge of the main incident management processes and SLAs .
• Familiarity with ticketing and incident tracking tools.
• Experience monitoring alerts and events through operational dashboards.
• Basic knowledge of Linux systems, including the ability to use the command line and perform system checks.
• Good analytical and problem-solving skills.
• Ability to work in a team and collaborate effectively during handover activities.
• Ability to manage priorities in a dynamic operational environment.
• Good knowledge of English , required to work in a European and international environment.
• Willingness to work on shifts .

NICE TO HAVE

• Knowledge of IBM Mainframe / z/OS environments.
• Familiarity with 3270 terminal navigation and job monitoring activities.
• Basic knowledge of databases and SQL .
• Experience analyzing logs through ELK or similar tools.
• Knowledge of or exposure to automation tools such as Ansible .
• Experience in international or mission-critical environments.

Skills related to Mainframe, ELK, Ansible, and the specific tools used in the operational environment can be developed through training and on-the-job learning . SHIFT AVAILABILITY – MANDATORY REQUIREMENT The position requires availability to work according to a shift system :

• Morning shift: 06:30 – 14:30
• Afternoon shift: 13:00 – 21:00

The shifts include a 1 hour and 30 minute overl