Help Desk Engineer (L1 Application Support) with Italian

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Descrizione

Andersen is hiring a Help Desk Engineer (L1 Application Support) in the EU for a project supporting web and mobile applications and ensuring reliable operations Our customer is an established automotive business operating in a European market and providing a range of distribution, commercial, and customer-focused services. It supports various aspects of vehicle sales and after-sales operations while working with a broad network of business partners. The organization continues to invest in digital transformation, cloud technologies, data-driven solutions, and cybersecurity to modernize its operations, improve customer experience, and increase overall business efficiency. The project is focused on providing managed maintenance and application support services for a large portfolio of mobile and web applications. It covers software enhancements, technical support, continuous updates, CI/CD-based lifecycle management, and documentation while ensuring reliable operations, security, and alignment with established IT service management standards. Responsibilities - Taking in incidents and service requests in ServiceNow within the acceptance SLA (Critical: 1h, High: 2h, Middle: 4h, Low: next business day). - Classifying tickets as Incidents, Service Requests, or Change Requests and prioritizing them using the Impact × Urgency matrix. - Resolving standard requests without access to servers or code: role and profile checks, password resets, documented workarounds, guidance on correct

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