Service Desk Specialist
hace 3 semanas
Who we are The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move "Fearlessly Forward" together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.
What you'll do Provide Tier 1 (triage) and Tier 2 (advanced) Service Desk support as part of a global team delivering 24/7/365 coverage. You will participate in a rotational schedule to ensure service continuity, including weekend shifts on a fair and rotational basis. Manage major IT incidents from detection to resolution, adhering to Major Incident Management protocols and collaborating closely with the ITSM team. Engage with support teams, third parties, and business divisions to ensure seamless service delivery and incident resolution. Monitor incident and request queues, ensuring tickets are handled in accordance with our SLAs and service level objectives. Foster strong relationships with internal and external stakeholders, understanding their needs and ensuring their technical issues are resolved efficiently. Contribute to knowledge base SOPs and documentation to improve self-service and peer support capabilities. What you'll bring Basic to intermediate knowledge of network and server infrastructure. Office 365 and Active Directory knowledge. A minimum of 4 years of industry experience as a Service Desk agent or in a similar B2B Customer Service role within a technically complex environment. Proven experience handling escalated customer queries, tickets, and concerns with a focus on advanced technical troubleshooting and problem resolution. Understanding of diverse IT environments, systems, and network infrastructures. Advanced knowledge of technical troubleshooting principles and methodologies. Strong communication skills with the ability to manage stakeholders effectively. Familiarity with incident, change, and problem management processes within an ITIL framework. Flexibility to work on a rotational shift basis, including weekends and outside of typical business hours. Proficiency in English with outstanding written and oral communication skills. Additional language skills, particularly Mandarin Chinese, are a plus. Solid analytical skills with a proven ability to diagnose and resolve complex technical issues. Experience in a geographically spread technology support organization. A clear understanding of technology's impact on business and a customer-focus approach to IT support. Excellent organizational skills with the ability to multitask and prioritize effectively. Self-driven and proactive with a strong sense of ownership and accountability. Desired qualifications: Relevant certifications in IT support, network administration, or system engineering (e.g., CompTIA, Microsoft, Cisco). ITIL certification What's in it for you Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech Attractive salary and customisable benefits package Flexible working hours and ways of working Contemporary and accessible office environments with a range of workplaceperks Six weeks' paid leave for every four years of service Relocation package for you and your family including soft-landing package services to help you settle in (applicable in Spain, if you are moving from a different city/country) Being part of a teamwith a forward-looking, international mindset and agile working practices A friendly, inclusive and multicultural environment (we are made up of over 35 nationalities, speaking almost 30 languages) Wellbeing programmes, learning and personal growth opportunities A range of employee events throughout the year, including team building activities, Learning Labs, Hackathons and Designathons Opportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharing We embrace an office-first mindset, gathering in the office three days a week to foster a consistent and healthy work-life balance. Our values We understand that great ideas come from great people, and great people thrive when they're trusted to challenge, change, improve, and perfect our products and processes. Our forte lies in the diversity of our skills – and that comes from the diversity of our people.
The Workshop is committed to being a diverse and inclusive workplace, where we all learn together, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof), and programming language preference. As an equal opportunity employer, we offer a friendly, supportive working environment for all. It's a place where you can try new ideas, take risks, and enjoy the support to move Fearlessly Forward.
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