Service Desk Analyst

hace 1 mes

Madrid, Madrid, España IPC Systems A tiempo completo
Job Summary

We are seeking a highly skilled Service Desk Analyst to join our Global Service Operation (GSOC) team. As a key member of our team, you will be responsible for providing exceptional technical support to our clients, ensuring seamless and consistent follow-the-sun support.

Key Responsibilities
  • Provide first-line diagnostics and troubleshooting technical support to clients via various communication channels.
  • Manage incident, change request, and service request tickets throughout the ticket lifecycle.
  • Ensure timely fault resolution and escalate incidents to first-level escalation following the defined escalation process.
  • Work closely with telecommunications and service providers globally to ensure timely fault resolution.
  • Monitor network performance and proactively manage related event notifications.
  • Liaise with Tier 2 and other IPC engineering teams to ensure issues are addressed efficiently and meet SLA requirements.
  • Produce reports on major outages, fault resolution, statistics, and other relevant metrics.
Requirements
  • Minimum 2 years of experience in a client service professional role with a proven track record of service desk experience.
  • Commitment to service excellence with the ability to work in a fast-paced, multi-tasking environment.
  • Cisco qualification (CCNA or better) or other relevant industry standard certification.
  • Demonstrable experience supporting and troubleshooting a managed extranet service or similar.
  • Varied exposure to Internet technologies and platforms.
  • Networking fundamentals knowledge, including LAN/WAN, Routing, Switching, etc.
  • Knowledge of Trading and Compliance Platforms.
  • Working knowledge of industry standard ticketing tools, including Remedy, Service Now, etc.
  • Excellent oral and written communications skills in English.
What We Offer
  • Competitive compensation package.
  • Private health insurance, Sodexo transport pass, and Sodexo restaurant pass.
  • Additional time off for charity work and volunteering.
  • Tuition reimbursement.
  • Certification bonus program.
  • Access to IPC University, our internal e-learning platform.
  • Access to LinkedIn Learning.
  • Structured onboarding training and peer mentor support.
  • Wellness program.
  • Employee referral scheme.
About IPC Systems

At IPC Systems, we believe in fostering an inclusive, flexible work environment where employees can perform at their best. Our hybrid working model allows for a balance between office and remote work, promoting collaboration, innovation, and success. We are committed to diversity, equity, and inclusion, and we encourage all team members to actively support our commitment to social equality and justice.

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