Service Desk Technician

hace 1 semana

Valencia, España United ITs A tiempo completo

Location: Remote within the CET/GMT time zone

Teleworking option: Yes

**Duties and responsibilities**:
The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk Tier 1 Technical Team performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management. Responsibilities may include part of or all the following:

- Management of support requests, incidents, and event-generated incidents in the ITSM

system Service Now, and follow-up throughout the incident life cycle.
- Analysing and resolving incidents according to established operational procedures.
- Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence.
- Managing support requests until closure.
- Monitoring of the ICT infrastructure through the use of various monitoring technologies.
- Informing customers of outages, known errors and resolution progress.
- Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
- Performing other duties as required.

**Required Technical Skills**:
The resource **MUST** have the following skills and experience:

- A minimum of at least 2 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills:

- Working knowledge of ServiceNow or other ticketing tools.
- Incident and Request Management and escalation.
- Working knowledge of one or more Operational Monitoring Tools - SCOM, OEM, NNMi, Argos.
- Language fluency in English is required (verbal and written).
- Excellent telephone manners, and interpersonal skills.
- Ability to work under pressure
- Excellent problem-solving abilities
- Active Directory On-Prem - User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification.
- Azure AD - User administration; MFA device registration; MS licensed software assignment.
- Symantec VIP or the MFA software administration

**Soft skills**:

- Customer facing experience and oral communication skills
- Ability to write documentation & reports
- Creativity/ ability to find innovative solutions
- Willingness to learn on the job
- Conflict management & cooperation
- Ability to work under pressure
- Flexibility and cooperation amongst the team

**Desirable certifications**:

- ITIL certification
- Diploma or equivalent in a Computer Science related area
- Any other relevant IT certifications

**Languages**:
English - Advanced Level

**Teleworking Option**:

- Yes, based on schedule and rotation with the requirement to be onsite for certain days.

**On-call requirements**:

- May be required on an exceptional basis.

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