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Service Desk Specialist

hace 2 meses

Madrid, España The Workshop A tiempo completo

Join our Blockchain team
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.
Our blockchain team is dedicated to the conception, design and implementation of a best-in-class software platform providing our users with the ability to work seamlessly within this new and highly technical space. We are currently seeking new colleagues across a variety of roles who are passionate about bringing this world-changing technology into mainstream use via the development of high-quality tools and services aimed at the wider commercial market.
As a Service Desk Specialist, you will be at the forefront of providing advanced technical support and driving continuous improvement in our IT services.
What you'll do

- Provide Tier 1 (triage) and Tier 2 (advanced) IT Service Desk support as part of a specialized team supporting the Block Co platform. 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 IT Support 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.
- 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., Comp TIA, Microsoft, Cisco).
- ITIL certification

What's in it for you (Spain)

- Private life and health insurance for you and your family.
- Four weeks per year to work from anywhere for eligible employees.
- Gym reimbursement.
- Company bus lines for convenient transportation applicable for employees Malaga based.
- Relocation package for you and your family including soft-landing package services to help you settle in (applicable for relocation to Malaga, if you are moving from a different city/country)
- Learning Pocket for personal development.
- A hybrid working model with flexible hours.
- 3 volunteering paid days each year.
- Generous referral programme.
- Workplace perks such as gaming room with darts, pool, ping pong table ,foosball, consoles and much more We also enjoy massages and a kitchen stocked with coffee, fruits, nuts and ice cream.

What's in it for you (FOR UK ONLY)

- Private life and health insurance.
- Pension plan.
- Four weeks per year to work from anywhere for eligible employees.
- Gym reimbursement.
- 25 days of annual leave plus weekday bank holidays,.
- Learning Pocket for personal development.
- A hybrid working model with flexible hours.
- 3 volunteering paid days each year.
- Generous referral programme