IT Service Desk Analyst with Italian

Empresa: Michael Page
Provincia: hibrido
Población: 
Descripción: The role endeavors to promptly resolve problems, troubleshoot and escalate while assisting the broader team in providing a stable, effective IT service to the business. The GTS analyst is part of a team ensuring the delivery of quality service and support in their day-to-day duties. All GTS Analysts are responsible for contributing to and executing GTS processes as agreed by the Global Service Delivery Community. Further to these tasks there is an onus on this role to be a font of knowledge and an ambassador for best practice. Aside from being actively involved in the busy BAU of the GTS, there is an expectation that this role will be accountable for certain ad hoc tasks related to process improvement, training and identification of knowledge and process gaps, these will often be expected to be completed in parallel to daily tasks Primary Responsibilities: • Global Technology support competencies: • Collaborate with Management and take strong ownership on tasks and projects committed • Proactively identify gaps and propose continuous improvement • Optimize manual tasks wherever possible • Take initiative by proposing improvements, workarounds and solutions • Freely engage other IT teams and proactively deal with second level and stakeholders when needed • Take proactive actions to build team credibility and customer satisfaction • Ability to handle demanding customers and communicate at all levels including Executive Board Level • Ability to prioritize workload effectively while ensuring quality results and keep track of progress • Be cross-trained and up to date within the same region projects, processes and backlog • Ensure (phone and chat) availability and coverage within working hours and willing to extend the working hours during peak times and exceptionally busy periods or major issues when needed. • Independently maintain a profound knowledge of our full Global scope. The Global Technology Support is operational during the following hours: Monday to Friday 08.00 to 18.00 CET • Great opportunity to boost your career! • International Company SSC in Barcelona Primary Requirements: • Fluent in English and Italian language (minimum B2 level) • Ideally educated to degree level in IT and/or computing technologies • At least 2 years´ experience working within a technical Help Desk environment • Focused and results oriented • Experience with ticketing tools • Customer focused and committed to improving all aspects of the customer experience • Build and drive positive working relationships at all levels • Technical and customer support experience in a Pan European or Global company is desirable • ITIL Foundation Certification (preferred) • Good exposure to PC hardware and software in the Microsoft environment including Operating Windows 11, Office 365, Azure AD, Multi-Factor Authentication and security protocols. • PSTN / VOIP and mobile telephone. • Desirable skills in SCCM and Intune Skills/Exper...
Tecnologías: Windows, Office 365, Azure AD, Multi Factor Authentication, PSTN, VOIP,
Tipo de Contrato: Indefinido
Salario: Sin especificar
Experiencia: 2 años
Funciones: Helpdesk - Soporte Técnico
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