IT Service Desk Agent

hace 4 días

Barcelona, España BCD Travel Corporate A tiempo completo

**Do you want to work in a fast-paced and exciting environment, where no two days are the same? We’re looking for a IT Service Desk Technician who enjoys both a buzz and a challenge.**

**IT Service Desk Agent**
- Fulltime, homebased in Spain_

The IT Service Desk Technician represents the ICT Organization as a member of the IT Service Desk for Europe. The IT Service Desk Technician delivers qualified IT 1st Level support to employees companywide.

We’re BCD Travel, one of the world’s leading corporate travel management companies with offices around the globe. We help our clients travel smart and achieve more. People join our company because we provide a dynamic work environment, where no two days are the same. And our people stay with us because we care about their work-life balance. But don’t just take our word for it: we've been voted top place to work and recognized by Investors In People, Flexjobs and Forbes.

The IT Service Desk Technician provides incident resolution on the telephone with users, walk the user through a series of steps to determine incident, classify level, priority, and nature of the incident, escalate tickets to the 2nd Level Support if necessary, open, track and close trouble tickets, ensure incident ownership and promote end-user satisfaction. The IT Service Desk Technician will adhere to all standards, policies, procedures, and security requirements.

**A snapshot of this opportunity**
- Maintain incident tracking system from the input of issues through the resolution
- Keep the customer informed of incident progress
- Associate incidents with known errors or problems
- Escalate cases to appropriate teams when necessary
- Complete tasks required to maintain service levels
- Act as the single point of contact to the customer for all types of ICT services
- Communicate effectively with both unskilled and skilled PC users
- Ensure a qualified prequalification of all support tickets
- Notify customers of impending changes or agreed outages
- Troubleshoot hardware, software, and other IT solutions
- Provide support for company VPN and VDI/Citrix
- Ability to install software
- Follow all ICT policies, procedures and security best practices
- Ability to communicate to all levels of management
- Escalate cases to appropriate teams when necessary
- Escalate all major incidents
- Assisting other technical teams within the company

**How You Can Set Yourself Apart**
- Experience in a similar role
- Excellent communication skills, oral, written and presentation
- English language skills
- Working knowledge of IT systems, Certification in ITIL Standards
- Effective troubleshooting and problem-solving skills
- Exceptional customer service skills
- Ability to interpret and follow written IT policies and procedures
- Ability to multi-task and adapt to changes quickly and passionate and willing to learn
- Travel

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