IT Service Management & Service Desk specialist
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Banca Generali (www.bancagenerali.com), Italy's leading private bank in financial planning and customer asset protection using a network of private consultants at the top of the sector in terms of skills and professionalism, is looking for an IT Service Management and Service Desk specialist for its Milan site.
The IT Service Management Unit is responsible for delivering high-quality technical support and service management across the Bank. This includes ensuring the availability, reliability, and performance of internal systems and services used by both employees and the bank’s operational network. The First Level Support team, part of the Unit, acts as the frontline for all IT-related issues, playing a critical role in maintaining business continuity and user satisfaction. The Unit also takes care of Change Management process, leading the Change Advisory Board and related activities.
The resource, reporting to his manager, will take care of the following activities:

Manage the IT tickets under the responsibility of the First Level support team
Oversee the resolution of Incidents, Problem and Service Requests
Ensure timely support for both core internal systems (e.g. HR, finance, etc) and external services used by the bank’s operational network (e.g. Front End platforms, channels, etc)
Act as the escalation point for unresolved or complex issues, coordinating with second-level support and third parties
Support the IT Service Manager in the monitoring of KPIs and SLAs, as well as in the implementation of improvements where necessary
Support the IT Service Manager in the communication with Control Functions
Oversee the Change Management process and lead the CAB (Change Advisory Board)
Maintain and update support documentation, procedures, and knowledge bases
Ensure compliance with ITIL best practices and internal governance standards

Requirements
The ideal candidate has the following requirements:

+3 years previous experience in IT Service Management and/or IT Governance roles in complex organizational structures
Preferred a demonstrated experience supporting banking systems, or in alternative in similar and complex enterprise environments
Strong understanding of IT Service Management principles and the ITIL framework
Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or similar platforms

Soft Skills

Excellent interpersonal and team working skills
Ability to relate, communicate and report to Management roles
Problem solving capacity
Flexibility

Company Profile
Generali is proud to be an inclusive employer that considers applicants regardless of gender, gender identity, sexual orientation, ethnicity, disability, religion, political views, marital status or philosophy of life.
If you have a disability or special need that requires accommodation or assistance, we will support you during the selection process.
Job Details

Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Industries: Banking

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