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# Help Desk Engineer (L1 Application Support)

- **Company:** Andersen Software
- **Location:** Austria (Remote available)
- **Contract:** Permanent contract
- **Skills:** Software Applications, JIRA, Cloud Computing, Continuous Integration, Mobile Application Software, Web Applications, Data Analytics, Servicenow
- **Published:** October 7, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=eda14af7a706fb9c

## About the Role

* Experience in application or IT service desk support (L1/L2) for business users for 2+ years.
 * Hands-on experience with ServiceNow (or another ITSM tool such as Jira Service Management).
 * Understanding of web applications, user roles and permissions, basic troubleshooting.
 * Willingness to work under strict SLAs and backlog thresholds.
 * Level of English - from Upper-Intermediate and above.
 * Level of Italian - from Advanced and above.

## Description

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., * 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 use of applications, data/information requests.
 * Handling Service Requests of up to 8 hours directly, processing 8-24-hour requests upon approval, and routing larger requests as Change Requests.
 * Escalating to L3 with complete information; staying in contact with the user until the ticket is resolved.
 * Participating in Major Incident handling: linking related tickets and keeping users informed.
 * Recording solutions and creating Knowledge Base articles in ServiceNow.
 * Keeping full traceability in ServiceNow and supporting the daily backlog control.