FORFIRM is an IT consultancy company which operates with the intention to create innovative proposals for enterprises through passion and a pluriannual experience. In order to expand our development team we are looking for the following profile:

Service Desk Agent

Role purpose:

In this role you will work in a small team and support our international users in various countries onsite, by phone or email, or via a remote support solution. You will be the first point of contact for reported issues. You will demonstrate a high level of customer service and good troubleshooting skills.

Tasks and responsibilities:

* Provide 1st and 2nd level support for bank operating systems and applications, terminal server related user issues, IP telephony, smartphone and remote access solution, multifunction printers, client hardware.

* Direct communication with users to obtain required information and assist in their queries

* User management in Active Directory, computer and notebook, smartphone and remote access activation.

* Create and update user manuals, maintain and update processes and documentation.

* Uphold and enforce internal processes and policies.

* Service Desk coverage and request handling.

Experience / background:

* A minimum of 2 years in a similar role.

* Education in Information Technology or completed formal technical education

* Vendor certificates are a benefit

Language skills:

* Italian – native language

* English – fluent (oral and written)

* German – fluent (oral and written)

* French – basic


* Excellent customer service skills with superior troubleshooting and analytical skills and strong attention to detail.

* Team player, highly self-driven, positive attitude, structured approach, eager to learn.

* Excellent business acumen to understand end user and customer requirements. Ability to uphold and follow processes and controls.

* Very good Windows and MS Office knowledge, proven experience with application troubleshooting solutions, solid experience with a wide range applications.

* Any of the following end user support knowledge would be an advantage: Citrix XenApp, Windows server platforms, Windows operating systems (ver.7and 10)

* Awareness of ITIL v3, ideally with Foundation certification


If you want to send us your CV for this position in Milan or Bellinzona (CH), please write to