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Global Service Desk Technician

Red - The Global SAP Solutions Provider

Posted on Nov 20, 2021 by Red - The Global SAP Solutions Provider

Barcelona, Spain
Immediate Start
€225 - €250 Daily

Global Service Desk Technician/Barcelona Hybrid/remote/6 months/Start ASAP

The Global Service Desk is responsible to ensure that regional Service Desk in each country are receiving the appropriate assistance for the tickets they escalate and ultimately, ensuring that the end user receives a quick and professional IT service. This includes the responsibility of following all procedures related to identification, prioritisation and resolution of tickets (incidents, access requests, IT questions, other requests, etc.). In addition, the role will help to develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolution times. This mission critical role is placed within the BITS (Business Information and Technology Services) team, in charge of supporting the clients Central Functions and Marketplaces in the achievement of its goals with seamlessly integrated and resilient business information and technology services, as well as providing guidance on new trends in productivity and business process automation.

Your skills and qualifications include:

- Strong troubleshooting and problem-solving skills.
- Previous experience in IT Service Desk teams.
- Previous experience using ticketing tools.
- Excellent understanding of the IT needs of an end user.
- Ability to support incident resolution on Windows OS, Linux OS and macOS.
- Strong documentation skills.
- Must show initiative, proactively finding and solving problems.
- Be a business-focused, creative, innovative, pragmatic, and positive team player.
- Ownership and result oriented person.
- Have a team-player spirit, which benefits the group vs the individual.
- Good written, spoken and interpersonal communication skills.
- Technical and business level English is a must.

It would be great if you would also have:

- Ability to conduct research into IT aspects as required.
- Confident and articulate, with the ability to quickly build rapport with customers as well as dealing with sometimes difficult situations.
- Ability to engage and communicate effectively with stakeholders at various levels.
- Experience in Audio Visual and video conference technologies and hardware.
- Keeping up to date with existing and emerging technologies.
- Knowledge in other languages will be valuable.
- Experience with applications such as Google Workspace, Okta, Slack, Jira, Confluence.
- AD and/or LDAP experience would be a definite plus.
- French at an advanced level.

Your main responsibilities will be:

- Receive IT requests (eg by tickets, calls, e-mails, etc.) from the local Service Desk in each country.
- Monitor Service Desk ticket queue to ensure all requests are assigned to the proper IT team in accordance with the defined processes and escalation points and are addressed within the agreed Service Level Agreements (SLAs).
- Document all steps taken for the resolution of tickets (eg solution of an incident, solutions tried before escalating the ticket).
- Assist in coordination of changes, upgrades and new products, ensuring systems operate correctly in current and future environments.
- Proper tracking of all hardware and software assets within the asset management tool.
- Take part in the creation, implementation, and maintenance of all Service Desk processes, best practices and knowledge base.
- Monitor and report Service Desk processes KPIs in order to evaluate their efficiency and the compliance with agreed SLAs.
- Track user satisfaction to identify improvement initiatives.
- Proper tracking of all hardware and software assets within the asset management tool.
- Ability to automate manual tasks with Scripting or programming.
- Provide accurate and complete answers to questions related to any IT aspect (eg application use, scheduled application downtime, etc.) in a timely manner.

Reference: 1405291702

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