Level 1 / Level 2 Service Desk Analyst
hace 1 mes
Contrac IT Services is a division of Contrac, a UK based IT company that has been established for almost 50 years.
We're currently seeking a Service Desk Support member in Madrid to join our growing team, providing top-notch support to IT users across Europe. As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers.
With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work.
Part of the duties is also onsite support/presence when required by the customer we service in the area.
And with onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you will have the opportunity to settle and be comfortable in the new role.
With Contrac, you will have the chance to work with a global team and be part of a multi-functional Service business, but you will also have endless opportunities for personal development and career growth.
**KEY RESPONSIBILITIES**:
- Prioritising and categorising inquiries
- Respond to customer support requests by following the agreed procedures and/or using available information resources and advise user on appropriate action
- Provide on-site support with the help of our remote servers/network engineers (when required by onsite incidents, works)
- Analysis and prioritisation of Incidents/Service Requests in alignment with the user/customer SLA
- Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user
- As part of a global support team, ensuring compliance to Information Security guidelines and regulations
**YOU BRING THESE SKILLS, EXPERIENCE & EDUCATION**:
- Fluent English and Spanish language skills are mandatory, spoken and written
- Good knowledge of PC hardware and software
- Windows OS (7 and above), Windows advanced troubleshooting
- MS Office and O365 administration and support for businesses
- Active Directory knowledge or experience
- 1 year of experience working in a similar service desk role is desirable
- Enthusiasm for continuous learning and interest in the latest technologies
**KEY COMPETENCES**:
- Ability to communicate clearly and professionally
- High customer orientation and emphasis
- Methodical and structural working approach
- Active listening
- Analytical skills and problem-solving skills
- Quality orientation and solving problems sustainable
- Team player
- Driving license
**WE OFFER**:
- A new and challenging work experience
- Hybrid working environment
- You are part of an international network with sustainable growth acting in a local team
- Personal development opportunities
- You’ll be exposed to a global team and world-wide culture
- Career growth and development
- Multi-functional Service business with complex roles and the mission to continuously
- Young IT team with a lot of experience and a lot of future growth projects ahead
Work Location: remote in Madrid
Work Location: In person
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