We are looking for an experienced Service Desk Analyst to join our multinational client's office in Tarragona, Spain.

Work: On-site

Start date: ASAP

Shift timings : 8 am- 6 pm split into 2 shifts, Monday-Friday

Language requirements:

• Fluency in Spanish
• Advanced English

Responsibilities

• First point of contact for users to report technical issues
• Record all interactions through call, email, or chat in the ticketing system. Resolve issues under support boundaries and route issues beyond the scope to the respective support groups.
• First-line troubleshooting to be done completely using the available resources and documented before assigning / routing the tickets to the L2 groups.
• Ensure reported issues are responded to and addressed as per the defined SLA timelines
• To work towards effective and timely resolution of issues.
• Document the learning's and contribute knowledge articles
• Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution.
• Document detailed and accurate notes, record them on the ITSM tool

Technical skillset

• Voice call handling: excellent knowledge of handling voice calls and multitasking.
• Email Communication: professional email writing skills.
• Chat Communication: professional chat writing skills and multitasking.
• Infrastructure Monitoring: Good understanding of infrastructure components and respective alerts.
• Exchange : Knowledge of functioning and configuration of Microsoft Exchange client.

AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.
Network: Knowledge of - LAN setup, basic routing, and switching, passive networking.
Desktop Security: Knowledge of - Antivirus deployment and update, patch management, monitoring, and reporting.
Desktop, laptop, handheld devices: Knowledge on - build management, OS deployment, common application installation, and troubleshooting, hardware knowledge.

• Troubleshooting: Remote troubleshooting experience: desktop, laptop, notebook, iPhone, network printers, etc
• Printers: Hands on experience in managing printers (Local & Network printers)
• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, ServiceNow, CA Service Desk, monitoring tools.

(1) MS Office: Good / excellent knowledge for the support of MS Office and standard software
(2) Windows & Smartphones: Windows operating system knowledge (e. g. Windows 7, 8. 1, 10), Windows smartphone, and telecommunication knowledge. COTS (standard SW, standard HW) (3) O365: Understanding of Microsoft Office (eg Office 365)

Key Performance Indicators (KPIs):

• Ensure all the user contacts are responded to within the defined turnaround time
• All the L1 incidents are resolved as per the defined resolution timelines
• Follow-up on individual ticket stacks to ensure that tickets are addressed on a timely basis and aging is kept at a minimum.
• Ensure Quality Ticket Coding and Classification for all tickets being logged and processed.

• Taking ownership of calls / emails logged by his / her colleagues in his / her absence.
• Mentoring and providing floor support to the newly joined associates.
• Should be proactive in assisting the colleagues, during high volume time.

Relationships:

• Mentoring and providing floor support to the newly joined associates.
• Conducting regular update sessions for any process updates on a needed basis

Competencies:

• High level of communication skills and ability to comfortably handle international customers.
• Experience in Service Desk / Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users.
• Knowledge about Incident and Service desk management.
• Understanding of ITIL concepts
• Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing
• Ability to initiate and manage Bridge calls and coordinate in resolving P1 / P2 issues.

Qualification: Graduate, Diploma, IT education, or comparable IT professional experience

Benefits

• Competitive salary
• International working environment

DK Global Recruitment is a multilingual recruitment agency, based in Dublin, Ireland. We specialize in finding European language-speaking jobs for job seekers in many European countries. With years of experience in the multilingual BPO sector.

Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them. Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.

Why choose Recruitment Agency : You are given extra support in preparing for interviews / You can ask for your application feedback anytime via email or phone / All our services to job seekers are free of charge / We also offer bonus scheme to candidates.

Note: Applying to this job advertisement would be considered as GDPR consent given to DK Global Recruitment. We may share your profile details directly with the hiring company for the initial screening of your profile suitability and duplicate check.

Vertragsdauer: 12 Monate

Job Type: Contract