Service Desk Specialist
hace 2 semanas
At The Workshop, we're seeking a skilled Service Desk Specialist to join our Blockchain team. As a key member of our IT support team, you'll provide advanced technical support and drive continuous improvement in our IT services.
Key Responsibilities:- Provide Tier 1 (triage) and Tier 2 (advanced) IT Service Desk support for our Block Co platform.
- Manage major IT incidents from detection to resolution, adhering to Major Incident Management protocols.
- Engage with support teams, third parties, and business divisions to ensure seamless service delivery and incident resolution.
- Monitor incident and request queues, ensuring tickets are handled in accordance with our SLAs and service level objectives.
- Foster strong relationships with internal and external stakeholders, understanding their needs and ensuring their technical issues are resolved efficiently.
- Basic to intermediate knowledge of network and server infrastructure.
- Office 365 and Active Directory knowledge.
- A minimum of 4 years of industry experience as a Service Desk agent or in a similar IT Support role within a technically complex environment.
- Proven experience handling escalated customer queries, tickets, and concerns with a focus on advanced technical troubleshooting and problem resolution.
- Understanding of diverse IT environments, systems, and network infrastructures.
- Advanced knowledge of technical troubleshooting principles and methodologies.
- Strong communication skills with the ability to manage stakeholders effectively.
- Familiarity with incident, change, and problem management processes within an ITIL framework.
- Flexibility to work on a rotational shift basis, including weekends and outside of typical business hours.
- Proficiency in English with outstanding written and oral communication skills.
- Solid analytical skills with a proven ability to diagnose and resolve complex technical issues.
- Private life and health insurance for you and your family.
- Four weeks per year to work from anywhere for eligible employees.
- Gym reimbursement.
- Company bus lines for convenient transportation applicable for employees Malaga based.
- Relocation package for you and your family including soft-landing package services to help you settle in.
- Learning Pocket for personal development.
- A hybrid working model with flexible hours.
- 3 volunteering paid days each year.
- Generous referral programme.
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