Service Desk Technician

At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence.
What’s been key to our success? Our people—we value everyone’s unique perspective and energy they bring to the organization. We collaborate openly across teams and borders. We embrace a growth mindset to get results. And we celebrate shared success as goals and milestones are achieved.
Ready to join a team where innovation meets collaboration? If you're driven by bold ideas and a customer-centric mentality, your next adventure starts here!
We are currently looking for a Level 1 Service Desk Technician to join our IT team in Chiasso. Reporting into the Head of Technology Support and Service Management, this role will be responsible for providing 1st line support to software and hardware incidents for all Board Group users. 
The Service Desk Technician will ensure that incidents and requests are processed within our Service Level Agreements and resolved to user satisfaction. The selected candidate will collaborate with the worldwide IT first and second level support to ensure the continuity of services and solve technical issues. 
Key Responsibilities

• Provide 1st level response to technical software and hardware incidents for all Board Group users, to agreed service levels both in terms of performance and customer satisfaction.
• Liaise with 2nd level technical support staff to ensure support response times are within agreed limits.
• Installation and configuration of approved hardware, software and mobile devices.
• Creating, updating and flagging knowledge base articles as required.
• Clearly communicate technical solutions in a user friendly and professional manner.
• Keep users informed of call status if requested.
• Site attendance and travel as required.
• Delivers, Tags, sets up and assists in the configuration of end user PC hardware, software and peripherals.
• Co-ordinates timely repair of PC equipment covered by 3rd party vendor maintenance agreements.
• Escalation of issues to the Service Desk Management team.

What We Look For
Ability to be:

• Accurate whilst following documented processes and policies.
• Adaptable/flexible-to cover a 8 hour shift.
• Customer and service orientated.
• Highly driven and committed, with a professional and positive mental attitude.
• Willing and capable to work well independently and within a team environment. Has capacity to inspire and motivate others.
• Effective communicator with all levels of the business.
• Analytical thinker, with a systematic approach to decision making and problem solving, whilst under pressure.

Knowledge of:

• Desktop Operating Systems.
• Basic hardware for PC’s.
• Basic Active Directory preferred.
• Basic Office 365 administration.
• Service Management system (ITSM)-Ticketing system.

Skills:

• Minimum 1-year experience in a Service Desk environment.
• Fluent in English and Italian.
• ITIL Foundation preferred.
• CompTia A+ certification preferred.

Our commitment to Diversity and Inclusion 
Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!