Service Desk Analyst
hace 2 semanas
This role is based in Malaga and requires relocation or a willingness to work in a Hybrid model. As a Service Desk Analyst, you will embody service excellence by delivering first-class support to users and acting as the initial point of contact for all service-related inquiries.
Key Responsibilities- Provide Tier 1 (triage) and Tier 2 (advanced) Service Desk support as part of a global team, delivering 24/7/365 coverage through tickets, emails, and instant chat.
- Participate in a rotational schedule to ensure continuous service.
- Respond to alerts and manage events to quickly prevent or address incidents, ensuring minimal disruption to service operations.
- Take ownership of incidents, ensuring effective triage and troubleshooting processes, and managing stakeholders until satisfactory resolutions are achieved.
- Collaborate closely with support teams, third parties, and Business Divisions to ensure seamless service delivery and incident resolution.
- Monitor incident and service queues, ensuring tickets are handled in accordance with agreed operational level procedures and SLAs.
- Follow established Standard Operating Procedures (SOPs) and improve them when needed, collaborating with other teams to refine or create new SOPs as necessary to enhance service efficiency.
- Provide training and demos of existing and new products to clients and internal teams proactively, and on request.
- Collect, process, and analyze data from various sources to extract meaningful insights and trends.
- Develop and maintain reports and dashboards to present findings clearly and effectively to stakeholders.
- Identify and analyze issues within processes and systems, proposing effective solutions and improvements.
What We Offer
At Lunik - Explorers At Work, we offer a dynamic and collaborative work environment that fosters growth and development. As a Service Desk Analyst, you will have the opportunity to work with a global team, develop your technical skills, and make a real impact on our customers' experience.
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